Customer Support Policies
Envex Developments a YourSolutions.net, LLC Company
Version 2.1  -  November 19th, 2005


Table of Contents

1. Introduction

2. Service Account

2.1 Support Requests
2.2 Initial Balance
2.3 Depositing Funds

3. Provided Support

3.1 What is Supported
3.2 What is Not Supported
3.3 Additional Per-Fee Support
3.4 Software Upgrades



1) Introduction

This document details the customer support policies of Envex Developments. Everything related to customer support is explained in this document including, the unique Service Account, exactly what Envex Developments provides customer support for, additional services offered, and so on. These customer support policies are applicable to all customers of Envex Developments and are non negotiable.

2) Service Account

Every customer of Envex Developments receives a Service Account ("Account"). The Account can be managed through Envex Developments TQSupport Area (www.TQsupport.com). This Account provides a Top Quality Support area for clients to communicate directly with support technicians and is designed to track the available hours of support a client has based on the funds the client has deposited for support.

2.1 Support Requests

Provided there is time available in the customer's Account, they can submit support requests through the TQSupport Area. Envex Developments charges a fee of $100 USD per hour for customer support and charges in 15 minute time intervals.

When a support request is submitted, Envex Developments tracks how much time is spent processing the support request, and deducts the needed time from the customer's account. Processing a support request includes reading the support request, logging into the web server to make any needed changes, replying, and communication of any type.

Provided the account has available time, the customer will always be able to submit new support requests. If the account does not have available time, the customer will be required to deposit additional funds (see 2.3 Depositing Funds), in order to submit support requests.

2.2 Initial Balance

When an Account is opened the client must make a deposit before submitting a support request. This balance will be used for all support requests.

2.3 Depositing Funds

When an account reaches zero time available, the customer will no longer be able to submit support requests until they deposit additional funds into their account. The customer can deposit additional funds into their account through the TQsupport Area by credit card or PayPal. Once payment has been approved the time available for support will increase accordingly.
 

3) Provided Support

This section details exactly what Envex Developments does, and does not support. There are some things, which are not included with support, but Envex Developments will complete, for an additional fee, and are explained below. In order to provide customer support, Envex Developments requires Telnet / SSH and FTP access to the customer's web server. If this is not provided, Envex Developments reserves the right to refuse customer support to the customer.

3.1 What is Supported

Envex Developments provides full support, as explained in 2.1 Support Requests, for the following aspects:

  • The direct operation of the purchased Software. This includes any problems which are a result of the source code of the software itself, provided the web server running the Software meets all requirements, as stated on the Envex Developments web site.
     
  • General questions regarding the operation of the purchased Software.
     
  • Maintenance of the customer's Account, and licenses of the purchased Software.

3.2 What is Not Supported

The following is not supported by Envex Developments, and is the responsibility of the customer:

  • Server administration tasks including, but not limited to, Apache configuration, Perl module installation, database administration, Sendmail configuration, or any other task, which requires root access to the web server to complete.
     
  • Third party software
     
  • Tasks performed within the administration panel of the software.

3.3 Additional Per-Fee Support

There are several additional tasks supported by Envex Developments, but are assessed an additional fee, and not covered as part of general support, as described in 2.1 Support Requests.

  • Script Installation ($100/hr)
     
  • Database Transfer ($120/hr)
     
  • Backup Recovery ($100/hr)
     
  • Custom Programming ($100/hr)
     
  • HTML & Site Design (call for cost)
     
  • Virtual Hosting & Dedicated Server Hosting (call for cost)

In special circumstances, the following are also supported by Envex Developments, provided the customer has a dedicated web server, with root access. Envex Developments reserves the right to refuse any of the below services, for any reason.

  • Perl Module Installation ($100/hr) - If the customer needs a Perl module installed, in order to use the purchased software ($100/hr)
     
  • General Server Administration ($100/hr) - If the customer requires general server administration work, such as Apache configuration.

3.4 Software Upgrades

Envex Developments will release upgrades to its software. Generally, Envex Developments offers all small upgrades free of charge. However, Envex Developments reserves the right to charge a fee for any major upgrades released.
Copyright ©2005. Envex Developments a YourSolutions.net, LLC Company