This item covers single support incident. This is a single, well-defined problem. We will resolve the error message or specific issue for a flat rate price, regardless of the support time required. New/unrelated error messages would require a new support incident. We resolve the initial problem whether it requires one phone call or ten or more. Includes remote desktop support and email too. But it is limited to one incident using industry standards. This support option is available to existing owners of any tonometer(s).