Customer user is responsible for reporting incidents if and when they occur. Customer user should describe the inicident with as much details as possible in order to help support representatives to resolve it in the easiest and fastest possible way. Number of customers on your system is unlimited and does not depend of the number of purchased licenses.

Tip:

If you would like to see how Polar Help Desk looks in modes different than the one you are currently using, you can visit http://demo11.polarsoftware.com/polarhelpdeskprofessional/default.aspx