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Licenses. All commercial Extensions (components, modules, plugins) or Custom Work that we are offering are coming with a single Site License. This means that the buyer is entitled to install and use it only on a single site. Due to the new regulations, all commercial products like extensions, components, modules and plugins are sold under the custom work regulations. If you want to acquire another license for another site, just please fill, when you order, the customer note with the www-address of the new site. For packages of min. 10 licenses per product, please contact us and we will send you an offer. Distributing Updates. After acquiring one product, the customer will receive upon request the next minor version releases for free, till the next major version will be out. In case that after acquiring the product, a major version will be released or no other (minor or major), the initial product is sold as presented with no further bonds. Minor updates are for example from version 1.0.0 to version 1.0.1 or 1.0.4 or 1.0.7. Major versions are from 1.0.0 or 1.0.7 to 1.1.0. If you read this and you are entitled to an update please send us an update request as described below.Please note that if any updates will be released, they will come as they are and only in special cases an upgrade script will be released. In cases of abuse the license will be revoked immediately! After the Update Request form is filled the data will be manually verified and a new download link will be issued. This will be automatically sent to the email address from the initial order. In case your email changed, do not forget also to update your Factory Profile information since without it, you wont be able to receive the new download link! In order to avoid some download issues, any present download-manager should be disabled (in some cases also the antivirus software which may corrupt the file due to the PHP code).
Update Request form description. Fill in all required information since without the request will not be processed! - Name (Name and Company if the case)
- Order Number (ex. 00004563; in case you already purchased a second major upgrade of the same product, then enter the last order number of the purchased license. The order number is issued in the shop checkout when confirming the order and can be found in the generated email.)
- Order Email Address (processed with the initial order; not the email address where the new downloadlink will be issued. If the email address changed, before sending the update request, update your Factory User Profile using the "My Profile / Account Information" link.)
- Date of Purchase (also in case you already purchased a second major upgrade of the same product, then enter the date of the last order)
- Product (select the product you aquired)
- Licensed Website (according to our terms & conditions the license can be use on a single running site. Please specify the site which you want to update).
Please check the Articles of each new release and also the forum since there we stipulate if the upgrade will be for FREE even if it's a major release! Please also follow up the forum, since announcements regarding goodies or upgrade prices will be published there, if not - send us a request with the specified data above and we will get back to you. Customized Versions are being built on existing versions and are NOT the subject of any update. Non-commercial products are also distributed as presented and are also not the subject of updates. Paid Upgrades. If the above do not match and you want to upgrade, please contact us providing the initial purchase details and depending on the time and development costs we will send you a quote for the upgrade price. Please do not contact us before an official release of the product since we will not be able to give you any information! Offers. Please provide us with all the project description in order to get an accurate quote. Without the details the quote may vary allot. We require all the relevant information in order to avoid any complications. The quotes included in our offers for custom work are valid for 24 hours (if there is no other stipulation) because of the constant price-offer optimization and being based an the attached description. Time frames are approximate, since they may vary due to the clients feedback. After receiving a quote and accepting it, please respond and we will send you the payment details. If you decide f. eg. after two weeks to accept it, then please ask again it the quote is still valid. After the payment enters into our bank account we will start the custom work. For further information please also check our Terms & Conditions. Do not hesitate to contact us. Refunds. Please read very carefully the product description and requirements. Also check the demo, if available, since we have a no-refund policy in order to avoid any fraud attempt. Ticket System. - Fill out one of the contact forms available under Contact Us. In case of Customer Support, please limit to a single Ticket, since this will speed up the reply.
- Please provide a valid email address in order to receive the answer. If you are already a customer, then please provide us also with your name and order number. Address the ticket exclusively to our support address, CC or BCC should be left empty! Sending it to several addresses at once, the mail will not enter the ticket system and it will be disregarded! AUTO-responders should be disabled on the email address you provided, else the tickets will be deleted!
- After this a confirmation email will be received that the form has entered successfully the Ticket System. Please wait until we are gonna be able to provide an answer. We are trying to write back as soon as possible but this depends also on the issue, workload or other factors.
- A member of our staff will reply to the ticket providing the requested information. Please note that our answers are included in the emails and login into the ticket system is not necessary.
- If you have further issues then just reply back without changing the email subject, so the system would be able to recognize it as a followup to your ticket or enter in our system with your ID. After 24 hours of non-activity from the customer or just after providing a solution, the ticket will be closed. Do not replay to tickets older then seven days since they wont be taken under consideration; we need the exact version data and configuration for debugging.
- Always Back-up your site! Especially in cases you are asked to provide site admin credentials for debugging, always back-up before, since we are not reliable for any data loss of any kind.
Forum. Support does not include questions regarding the code, how to customize it or further development plans. If the time will allow we may answer it on the forum but if there is no answer do not repost it, since this will be seen as pertinent behavior on the forum and it may lead to canceling your membership (in some cases without any previous note). In order to avoid this, please do not use improper language, insults, or have a pertinent behavior regarding some issues like repetitive questions regarding: development plans, code explaining, code development, company policies and prices). We hope that members will understand and see it positive, as it is meant to increase productivity and to maintain the same level of quality provided at a very reasonable price. Further development and Browser Compatibility. Most of our product, if not perhaps all, will be in further development and will offer compatibility to the latest platforms. Surely, this is a process which also takes time, because sometimes the changes are immense and our goal is to offer always professional solutions. Therefore, the new added features will be available only for the latest platform. Issues will be also fixed only on the latest version of our products. Browser compatibility is offered in order to cover up the most popular Internet Explorer (minimum ver. 7) and Mozilla Firefox. About ETA's. We will make ETA's public at a certain time. If no ETA are announced for the product you are interested in, then please don't ask for further details, since it means that at this point due to company policies we cannot reveal it. We are sorry for the inconvenience.
Timezones. We would like to remind you that we are answering to your questions (Ticket-System) as soon as possible. Please have in mind the different timezones (GMT+2) and working hours. Thank you for your interest and time! |
