Service Terms & Conditions

[Updated December 10, 2017]

Valuable Client(s), please note, by purchasing our product you are agreeing to these Service Terms. It is your responsibility to read these terms before purchasing SupportPlus Products & Services.  You understand that you are in agreement of these terms from the moment you purchase the product or services on SupportPlus website www.wpsupportplus.com and, its sub-domains and, its service providing partners. Irrespective of FREE or Subscribed Plans, you may be asked for access to your resources and these terms are neither optional nor negotiable. 

1.1 - Licensing & Renewal(s)

Licenses are valid for one year from the date of purchase. A valid and active license key is required in order to get updates and support for purchased items. After one year, license keys may be renewed at a 25% discount from the purchase price of a new license. No two discounts can be combined against one license purchase. For SupportPlus Plugin, Single Site implies One Domain or Sub-Domain which means you may not use a single-site license on two websites even if they belong to same primary domain. For Example, a single site license can be used on abc.com or personal.abc.com but not both at the same time. Our Pricing Plans clearly depict the number of sites and duration for which your license is valid.

1.2 - Software Updates

Software Updates are included for the duration of an active license. If you have a valid and active license key, updates will be delivered automatically from the WordPress dashboard. Please note, while core functionalities are usually the same, updated versions will have some difference in existing features (hence an improvement) and new features. This means as technology changes and we bring better, smarter, stronger options to you, you may need to retrain yourself with updated versions. From time to time obsolete, or underutilized features will be removed or modified. We won’t be updating if we did not want to offer change and better, right? If your WordPress does not support automatic upgrades, then updates can be downloaded from your account. It is important you understand before upgrading/updating that you cannot roll back to previous version and we provide limited support for last version prior to the currently active version. Versions older than that are not supported but we will always do our best to advice but without any guarantees in case of any version older than the latest version.

2.1 - Support Services

Support for the purchased item is provided for duration of the active license term from the purchase date. If you wish to continue receiving Premium Support after one year, you must renew your license key. You can open Support Ticket by login to your account. Your tickets will be replied as per our ETA process and timeline  Kindly refer to section 9.1 below to understand about Data & Information Security Compliance as well as difference between Live Testing (on our servers) and Final Implementation of Resolution on your LIVE website.

3.1 - TROUBLESHOOTING ACCESS & REFUNDS

If you have problems getting our products to work, we will be happy to provide a full refund within 30 days of the original purchase. After 30 days, no refunds will be given. Before a refund will be granted, you must allow us to try and help solve any problem you have by opening a Support Ticket by login to your account. This includes and but is not limited to providing us Admin Access to WordPress,FTP Dashboards and cPanel or Hosting Service Login as well as giving us time and opportunity as per our ETAs. At times we may request extended time of up to 7-9 working days depending on the nature of the technical concern. You will not qualify for a refund should you refuse to cooperate with our troubleshooting process and requirements or not honor genuine ETA requests, restricting our ability to provide best possible support and troubleshooting. This also includes your cooperation in following the advisory and steps given by our experts which can help in resolution. In cases where a refund has been approved, we will initiate the refund and inform the valuable client(s) and the refund amount will reflect in their mode of payment within 10-14 working days. Please note Saturday, Sunday and National Holidays are not considered as financial working days. We reserve the right to refuse a refund, or issue a partial or full refund depending on the amount of services provided and only if the valuable client has fulfilled all the requirements given in terms page. Please note, there is no refund for value-added services. 

3.2 - ORDER DETAILS

If your order details are not reflecting on our system, we will require you to answer up to 5 verification questions to ascertain you are really a Premium Support client. 

3.3 - FAIR USAGE POLICY

We welcome you to create tickets as may be necessary and use discounts as made available to you. However, if it is deemed by Platinum Operations Board that either you are creating tickets or communicating with our staff only to harass them into giving you undue priority over all other equally valuable clients, we reserve the right to take necessary action for the welfare of our team members. Similarly should you demand/use multiple discounts in violation of our One User, One Order, One Email, One Discount we will reserve the right to take appropriate action to protect our business interests as per the laws. 

4.1 - PROFESSIONAL CONDUCT

Our support staff always value and understand that some times not being able to receive support as fast as you would like, or technical hurdles can cause frustration. We are pretty thick skinned and don’t take things personally. However, we value our team members as much as we value you. Hence we request and anticipate a certain degree of professionalism in your communications with our team members. In case of a conduct which can be considered unfair or undue harassment or unprofessional, we may revoke your license and decline services. In such a case, no refunds will be applicable irrespective of the duration and dates of purchase. We will ALWAYS respect you, and we anticipate that you will remain reasonable too. 

NOTE: Refunds will not be granted if you simply decide not to use the purchased products. We stand behind our products and will assist you in solving any problem you have, but we also expect you to adequately understand what you are purchasing and why. 

5.1 - Compliance Information & Terms

  1. Gold Support Team is Not Available on Saturday, Sunday & National Holidays.
  2. All Teams are authorized to merge multiple tickets from one individual into one, if necessary.
  3. Tickets for Recommended Features, Bugs and General Suggestions will be moved to R&D Division for further considerations.
  4. Bug fixes will be available via version updates only.
  5. Tickets will be handled on first come first serve basis.
  6. Clients are valuable to us, and so are our team members. We respect both. Our teams work with diligence & dedication & we stand by them.
  7. Valuable Clients exhibiting abusive or harassing demeanor will be denied services and license will be cancelled with no refunds.
  8. For Compliance, Regulatory, Media & Legal matters we will require Full Legal Name, Contact details, designation & country of registration/license of the represented Business/Government Entity for Compliance Records Adherence.

6.1 - Data & Information Security

  1. We are proud to maintain very secure Testing Environment, Strict Data & Information Security Compliance to our Company Policy and Legal Responsibilities.
  2. Thousands of valuable clients trust us every month because of our stringent data security adherence.
  3. We do not access or store any data or information that is not directly required for troubleshooting or setup purpose.
  4. We do not store, sell or distribute your personal information at any point in time.
  5. Any storage of your technical code, software, logins, website database or backup is strictly for identifying the cause of technical concern & troubleshooting and is removed as soon as we finish conducting tests and troubleshooting. 
  6. Our Value-Added Services & Growth partner Szebastian.com works in full compliance of our terms, and is authorized to contact you for providing these services. They are also authorized to charge you for Value-Added Services.
  7. SupportPlus plugin software charges are paid to SupportPlus/PSM Web Consulting directly.
  8. PSM or Szebastian.com do not indulge in any behavior analysis or data storage at any time.
  9. PSM or Szebastian.com also do not indulge in any identification of gender, origin, religion, orientation, political leaning/behavior, race, region, or any similar private traits of our valuable clients.
  10. We do not sell any information of our valuable clients to any third party ever.

7.1 - Important Terms for Troubleshooting

  1. We do not provide Live Remote Support via any medium in compliance of financial regulations.
  2. We may require Admin Level access on case to case basis to help us thoroughly investigate, identify and rectify reported technical concerns.
  3. It is part of Terms Of Service that you allow us this access for assisting you efficiently.
  4. Without this access, when needed, you will not qualify for a refund if this restricts our ability to provide best possible support & troubleshooting.
  5. We will require your Order Number to provide Premium Add-On Support and reserve the right to refuse support if this information cannot be verified.
  6. We reserve the right to refuse services, cancel license and deny refund in case of abusive behavior, harassment or bullying towards our team members. We strongly believe in mutual respect.

8.1 - VALIDITY

All Sales, unless otherwise specified expire at the final date and time or at exhaustion of total number of vouchers open for sale, whichever is first. You can retrieve your voucher during the sale period and can use it anytime within the sale period. Sale Vouchers are not valid post the sale date. Non-Sale Discount or Gift Vouchers have their defined date of expiry and terms which will be advised to you at the time of issuance.

9.1 Product Training Via Webinar

  1. Training Session is delivered via 1-on-1 Webinar. You will need Flash Enabled/Compatible Browser for Webinar Session.
  2. You can request a Webinar Recording for an additional fee of US $79.00.  You must request the recording at the time of booking by mentioning it in the booking note. We do not record 1-on-1 webinars for the privacy of your brand.
  3. All payments must be made in advance for booking to be confirmed.
  4. You may use only one Discount Voucher with one order/ booking/ subscription unless otherwise agreed to, in a written contract.
  5. Booking is subject to availability and cancellations are subject to terms & conditions.

10.1 Installation, Setup, Theme Integration

  1. Installation and Setup Service is delivered within 1-2 working days from the booked date.
  2. We do not provide remote support or live shared view session.
  3. You will need to share your WordPress & FTP Login with administrative credentials via a Ticket that we will create for you.
  4. All payments must be made in advance for booking to be confirmed.
  5. You may use only one Discount Voucher with one order unless otherwise agreed to, in a written contract.
  6. Booking is subject to availability and cancellations are subject to terms & conditions.

11.1 Value Added Services Extended Terms

Our Value Added Services include – Installation, Setup, Theme Integration  and Training Services are non-refundable. If installation or setup are hindered by another plugin or theme, we will advise you and seek your decision and we are not responsible for the decision you make.

BOOKING & CANCELLATION 

You are welcome to make as many bookings for various Value-Added Services, however you must book via our official Booking Page here. Cancellations must be at least 24 working hours prior to the booking date or as described at the time of service booking. In case of cancellations with shorter notice the fee charged will be forfeited. 

VAS are NON-REFUNDABLE

Our Value-Added Services are Non-Refundable and are not covered by our core-product ‘SupportPlus for WordPress Plugin’ – 30 Day Refund Guarantee. You will be required to provide all relevant access for our experts to be able to deliver services. You will also need to make sure that any technical resource conflict highlighted by our experts must be addressed and removed that may be causing a hurdle in delivery of our service. Should you refuse to cooperate and deny removing the technical resource causing conflict, SupportPlus or its Diamond Services Partner Szebastian.com will not be responsible for delay and/or non-delivery of the service. 

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