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.