Overview
PHPoet, the creators of PHPurchase, are proud to offer Premium Support for PHPurchase. Premium Support does not take the place of the complimentary support offered to PHPurchase customers, but rather allows PHPurchase developers to provide hands on in-depth debugging, configuration, and troubleshooting for customers needing extra help solving problems.
Be aware that you must agree to the Premium Support Terms Of Service when purchasing and using your Premium Support.
How Premium Support Works
When you purchase Premium Support you will receive support that is prioritized higher than complimentary support and more comprehensive in terms of developer involvement. To begin a Premium Support case you must fill out the Premium Support Request and purchase a Premium Support Ticket. The Premium Support Ticket will be used for a single incident which is described in the request form. Once the form has been submitted and the ticket paid for, the ticket will be submitted the Support Team.
The Support Team will do an initial inspection of your issue to determine whether the incident you have applied the credit to is something that is covered under the Premium Support Terms Of Service. If it does, your priority issue will be accepted and work will immediately begin to resolve it. If not, you will have the opportunity to use that credit for a different issue, or receive a full refund within the first 60 days your credit was purchased.
Supported Products
We support the latest unmodified release of the full list of PHPurchase products including:
- PHPurchase Standard
- PHPurchase Pro
Hours of Operations
Support operates during business days (Monday – Friday) from 9AM – 5PM EST (Eastern Standard Time). Support hours exclude all United States Federal Holidays, as well as the following days: the day after Thanksgiving, Christmas Eve, day after Christmas (2nd day of Christmas), New Years Eve, and Good Friday (Friday before Easter). These exclusions are subject to change. Changes to Hours of Operations will be posted here.
Support Services
Premium Support Tickets
Premium Support Approval
Premium Support Tickets must be submitted and paid for and must be approved before Support Services will be offered. When a Premium Support Ticket is purchased, it will be accepted or denied based on the Premium Support Terms Of Service and also based on criteria listed in this document. Issues containing more than one distinct Incident as defined in Premium Support Terms Of Service will require separate Premium Support Tickets.
Denied Credits will be immediately applicable to another Incident, or should the Customer choose, the Ticket may be refunded within 60 days from the time of purchase. PHPoet will inform you of the reason of the denial via email.
Response Times
Response times are limited to the Hours of Operations described above, response times for Premium Support are as follows:
- Initial: Within the next business day (includes approval or denial of credit) but typically within an hour
- Ongoing: After the initial support response, if approved, ongoing response will occur at least once during each business day.
Support Guidelines
Support requests are approved or denied based on the Premium Support Terms Of Service, and these guidelines:
Priority Support generally provides support for:
- Installation assistance and activation problems
- How-to or Implementation consulting
- Design or Styling troubleshooting
- Product best practice / usage questions
Priority Support may be denied for reasons including, but not limited to, the following:
- We can not confirm the customer’s purchase of the Supported Product or Premium Support Ticket.
- The Supported Product is modified/customized by you or a third-party you’ve hired
- Deployment in an unsupported hosting configuration or operating environment
- Limited access to the customer’s site
- Uncooperative, unprofessional, or abusive conduct by the customer.
Quality Guarantee
Once Support Services are provided, if for reasons subject to the Premium Support Terms Of Service, and the discretion of PHPoet, the Support Incident is resolved through a correction or “bug fix” to the current, stable release of the PHPurchase (Pro or Standard) code, the full amount of the Premium Support Ticket will be refunded to the customer.
