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BREW Support Incident Packs
What is an incident pack?
An incident pack is a special offering to our Elite and Select Developers. Although Elite and Select Developers already receive priority support, applying an incident toward a BREW Developer technical support issue guarantees an expedited response to your issue.
What is an incident?
A BREW Support incident is defined as a single, discrete problem that cannot be divided into different questions.
An expedited response is defined as a non-automated response, with specific attention to the developer's incident. Expedited service, not resolution, is guaranteed. The goal is to have a resolution in the respective timeframes.
- Elite Response: 24 hours
- Select Response: 36 hours
Do I have to use incidents to get BREW Support?
Select and Elite developers already receive priority support and will continue to receive it. Incident packs are for expedited service.
How do I purchase an incident pack?
To purchase incident packs, contact 858-651-PACK (858-651-7225) between the hours of 7AM and 4 PM Pacific Standard Time, Monday through Friday. You can pay for your incident pack with your MasterCard, Visa, or American Express card, or you may purchase via a Purchase Order for orders of $5000 and above.
Please note that 858-651-PACK is a sales line only.
- $195 for single incident
- $1900 for 10 incident pack
- $4625 for 25 incident pack
- $9000 for 50 incident pack
How do I apply an incident toward my BREW Support question?
Include the text "Apply Incident Pack" along with the incident pack code given to you at the time of purchase in the subject line of your email to BREW Support. This will alert the technical support group that you wish to apply an incident toward expediting your service request.
How can I buy incident packs if I am not a Select or Elite Developer?
At this time, incident packs are only available as a benefit to Select and Elite Developers. Upgrade your membership to Select or Elite to take advantage of guaranteed expedited service through incident packs.
- Incident pack usage is not mandatory, but a special expedited response service.
- Developers must send in questions to BREW Support from registered extranet accounts of Authenticated BREW Developers/Publishers in order to get proper priority in the queue.
- Each technical support incident is valid for one year from the date of purchase.
- Incidents are not applied if there is no response within incident pack response time or if the incident is due to a Qualcomm or OEM issue without a workaround.
- Incident packs are registered to the company and may be used by anyone at the company who references the incident pack code.
- BREW Support is offered in English only.
- BREW Support hours are Monday-Friday, 8AM to 5 PM, Pacific Standard Time.
- No refunds or returns for incident packs.
