1. Time is calculated to the closest five dollar time unit, only for time actually spent by a Liveware Publishing support representative resolving the issue. Any time spent is subject to Liveware Publishing management review for effectiveness of the support provided. Some issues and calls will not be charged - refer to Support Policies for details.2. A "call" is defined as phone conversations, e-mail and voice-mail messages related to resolution (or attempted resolution) of a particular issue. Issues may be grouped in a particular "call" to reach the minimum.