Clarification on Support Terms & Policies
phpPennyAuction provide a fair, balanced and professional Support Policy at all times, to all clients. However there are, inevitably, situations where phpPennyAuction Support technicians cannot provide assistance with a specific issue(s). Some of these issues are clarified and listed below for your convenience.
What we don’t cover* as part of our standard Free Support:
- Optimization and Performance Tuning
- Custom Template creation/modification
- Translation services
- Support or assistance with any 3rd party programs
- Installation of the standard server requirements.
- Assistance with any customizations NOT made by us.
- Training programs (besides those that are available in the Support Center)
- Consulting/Phone support
- Server/software upgrades.
*Note that, some of the above services may be available for an hourly fee. Our fee for any development is usually $50.00 USD per hour, unless noted otherwise. Please discuss this with phpPennyAuction Sales prior to purchase, or with phpPennyAuction Support technicians if you are an existing member.
Payment
We accept Visa, MasterCard, American Express, and Discover credit cards via 2Checkout. We also accept PayPal via 2Checkout. If you wish to pay via another method, please contact us. It is our policy to deny refunds for software once it is downloaded and/or installed, as outlined in our
Terms of Use. Please use the
demo website or contact Sales with any questions you may have about products or service performance
before you purchase.
Critical Out Of Hours Responses
phpPennyAuction technicians staff our system 24/7, but only answer general technical support questions during normal business hours. If you’re an existing customer and your website is offline after-hours, you can submit an emergency support ticket by marking it as ‘
critical‘.
Ticket Responses
Our average response time for all non-critical tickets is less than four (4) hours, however, depending on the nature of your request, it may take up to two (2) business days for your issue(s) to be addressed. Our support technicians will work with you, to keep you updated on your ticket’s progress. You can view your existing tickets to see the progress of your request or what department your ticket has been assigned to, at any time. After a ticket has existed for 2 business days, it will be escalated to a higher department to try to resolve the issue fully and quickly, if it is not being resolved properly. Billing, customer service, and special requests will only be answered during normal business hours, which are Mon-Fri 9am – 5pm GMT (excluding UK bank holidays).
Please note the following:
- phpPennyAuction cannot provide support for modifications to the software. If a modification you have installed is causing or connected to an issue(s), the only solution for us would be to revert back to the unmodified files.
- In some circumstances server-level issues will impact our software’s ability to execute properly. We regret that we cannot make adjustments to your website hosting environment to bring it in line with the normal environment most hosting providers use.
- phpPennyAuction support technicians will often need access to your Admin Panel area or server file system to diagnose a support issue. If you cannot or will not provide such access, then support will be limited or unavailable.
- The standard response time to all tickets is within 2 business days. phpPennyAuction operate a policy of reviewing tickets on a first-come, first-served basis. That is, the order that they are received by us, and also by their level of severity (‘critical‘ being the most severe). ‘Priority Support‘, as provided to clients on the Professional package only, is defined as a response within 24 hours, 7 days a week.
Member Forums
The phpPennyAuction Member Forums are provided as a convenient place for existing clients to interact. It is important to note that the Member Forums are not part of customer service – only an added benefit and access may be rescinded without notice. We may from time to time be forced to remove an account from accessing the Member Forums if someone is posting items which are disrupting other’s access to the forums or undermining our product or service.
Abuse Statement
All phpPennyAuction staff have a right to be treated with dignity and respect, and therefore any form of harassment is insulting and demeaning to the recipient. All clients should be aware that appropriate disciplinary action, which could include – in extreme cases – having your license revoked, will be taken against any client who harasses our staff.
Software License
Please refer to the EULA (Agreement.txt) within the software download, or view online at:
Terms of Use and License Agreement.
If you have any unanswered questions, please
contact us to discuss them.
