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	Support Terms and Conditions For DigiShop, FireBlast, and ChatFuse.

Solution Our comprehensive standard support package is free with all Sum Effect Software Products when you purchase your initial license . The standard package includes free self install upgrades for your current version. The standard package entitles you to chat or ticket support for 90 days, during the following business hours, 8:30 a.m. to 11:00 a.m. CST.

PLEASE NOTE: Your 90 days of FREE ticket and online chat support begins with the date of purchase.

Some of the most common things that require tokens to be used are:(this ticket and online chat)

* Questions regarding our software.
* Reporting an issue you are having.
* Assistance in re-installation.
* Getting an issue resolved on your site without upgrading.
* Getting an issue resolved on core issues if you have had your software customized, and the customization
is still within its free support period.
* Password resets.

When contacting Sum Effect Software for assistance, please be prepared with a detailed description of the problem. Additionally, we may request additional diagnostic information including log files or the output from diagnostic commands. Thorough troubleshooting may require your assistance.

Scope of Services

* Software support is limited to products actively sold & developed by Sum Effect Software. There are no personalized fixes available. You must upgrade to the latest version to acquire any fix. Any upgrade where you need our assistance will require our current labor cost for install which can be found in our maintenance packages. If you have customization, you will need to purchase a maintenance package to acquire any personalized fixes. If you add code or customizations outside of the header/footer templates you do so at your own risk and those will be deleted if you have to update for a patch.

* IF YOU PURCHASE CUSTOMIZATION, you will receive support for JUST THE CUSTOMIZATION for 60 days after your custom work has been completed. However, any core issues AFTER THE CUSTOMIZATION HAS BEEN COMPLETED will require the purchase of one of our maintenance packages to be addressed.

* We do NOT support adult related web sites

* Customer must install most recent version at time of purchase, otherwise support will be voided

* Re-installations are not supported and will require the current installation fee charge.

* Any help installing the software locally is NOT supported. We require us to have access to the software located on your server via FTP so we can help diagnose any problems.

* Software support is limited to basic setup and configuration of the software and does not include any customization to the software.

* Any customizations that Sum Effect Software performed are supported for 60 days from the date of project completion (Issues only related to the customization).

* Diagnosis may require that Sum Effect Software collect additional information and attempt to re-produce the error.

* Only software provided by Sum Effect Software is supported.

* Technical Support does not include training or assistance in hosting, server administration or programming.

* Support does not include compatibility issues with third party hardware.

* If the software is moved to another server by any person or organization other than Sum Effect Software, Inc. the 90 days free support period will be voided.

* Support does not include software not provided by Sum Effect Software.

* Technical Support is limited web site chat and ticket correspondence and does not include on-site support.

* Sum Effect Software is under no circumstances responsible for loss of software or data.

* Any support past 90 days will be charged separately.

* Password resets are not included in the 90 days of support and will require support tokens or a one-time reset fee.

* Any software bugs reported after 90 days support period will be charged separately, unless an upgrade/support package is purchased.

* Upgrade packages will receive NO support. Support needs to be purchased separately.

* HTML, CSS, PHP or any other programming or mark up language support is NOT covered. IE 6.x and higher and Mozilla Firefox 2.0 higher are supported for PC. Macintosh and Safari browsers are not supported.

* Software support will automatically become void for both customization and base license if any php code has been edited or added to our software by anyone other than Sum Effect Software, Inc.

Maintenance Packages

View our maintenance packages.

Service Hours

A support representative will service your site within a reasonable amount of time determined by Sum Effect Software, Inc. Support is not available in the USA during the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, day after Thanksgiving, � Day Christmas Eve, Christmas Day, and � New Year's Eve.

Customer Responsibilities

When contacting Sum Effect Software Technical Support please be prepared to comply with the following:

* Provide correct FTP/MYSQL information to login to the site.

* We may need FTP to attempt to duplicate a problem to fix it in the core software.

* Order Number to confirm if you are available for our free support package.

* Provide information requested by the technician - The contents of system log files and other diagnostic information can be critical in making an accurate diagnosis.

Note: These terms and conditions can change at any time and we are not responsible to send you any changes to this policy.

Article Details

Article ID:

377

Created On:

Aug. 07 2007 12:01 PM

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