Support Policy Page

Support Policy

Limited interactive troubleshooting support from the support team is included with your Shop support key purchase on activated sites. Basic troubleshooting support is provided as long as resources are available and the support request is reasonable.

Delivery

All support services will be delivered exclusively through the shop Support Help Desk. Troubleshooting requests submitted through any other communication channel will not be addressed.

Customers Only

Support services provided by the shop support team will only be provided to verified shopplugin.net account holders (the customer) that have purchase receipts for the supported products that the support request is for. A developer or designer hired by a shopplugin.net account holder is not a verified customer of shopplugin.net. To make support requests, they must, at least in a temporary capacity, use a verified customer account login to make support requests.

Use

The support services provided by the Help Desk support team are not intended for use as a replacement for business-critical operational support staff. The customer agrees that support services will not be used when failure of the support services to attain a desired result could lead to significant loss of business.

Hours of Operation

Troubleshooting support services are provided during business days (Monday through Friday) from the hours of 9 AM to 5 PM Eastern time (GMT-5 Standard, GMT-4 Daylight Savings). Support hours of operation exclude all Tanzania Holidays as well as the following days:

Good Friday (the Friday before Easter)

The day after Thanksgiving

Christmas Eve

The day after Christmas (2nd day of Christmas)

New Year’s Eve

These exclusions are subject to change. Changes to the hours of operation will be amended as a notice here at least 30 days before the new exclusion rules will go into effect.

Response Times

Response times are limited to the hours of operation. There is no guarantee of a specific response timeframe. Responses are provided on a first come, first serve basis. Adding posts to a ticket before the initial request is answered by an authorized support agent will add further delays by moving the ticket to the end of the line.

Supported Products

Ingenesis Limited (Ingenesis) will provide support on the official, unmodified, public current release of the software developed by Ingenesis and distributed on the shop Store:

 

shop the core e-commerce plugin for WordPress including built-in payment integration for PayPal Payments Standard, PayPal Express Checkout, 2Checkout and Google Wallet.

All Ingenesis payment gateway add-ons

All Ingenesis shipping module add-ons

All Ingenesis storage engine add-ons

All Ingenesis shop plugins

 

Access

When required for the purposes of diagnostics, troubleshooting, qualification of support tickets, and patching bugs of the customer copy of supported products, the customer agrees to provide the necessary level of access to customer computer systems, software, and hosting environment in order for Ingenesis to perform support services. This access includes but is not limited to:

File Transfer Protocol (FTP) or equivalent remote read and write filesystem access to all files directly related to the operation of the supported product

Direct or indirect access to all log files produced by the web server software or supported products

Access to the WordPress administrative interface of customer website, with WordPress roles and capabilities equivalent to the site Administrator

An account with all privileges and a software client interface access to all MySQL databases and tables that directly affect the operation of the supported products

Failure of the customer to provide reasonable, timely access to these systems necessary for In genesis to carry out its duties will result in the automatic resolution of the support incident.