Support Policy

Introduction

Support is defined as after-sales service provided by Iraj Web in solving website conflicts and usability problems, and in supplying updates and patches for bugs and security holes in the program.

Support Fees & Eligibility

Support is offered at no additional cost for subscribers, depending on the subscription type. The subscription limits the support to the domain(s) specified in your subscription. Any follow-ups and replies are between Iraj Web and the subscriber and will not be shared with 3rd parties unless required by law.

In particular cases, Iraj Web requires access to your Website Administration section or to any other website-related administration sections in order to resolve your support inquiry. All information you provide will not be shared with 3rd parties and will only be stored by Iraj Web for future references.

As such, we will require direct access to your website (your website must be publicly reachable) in order to debug and perform any tests that we deem relevant for determining the malfunctioning of our extensions on your installation. If you cannot meet these requirements, we are not bound to provide support as we cannot determine the cause of your issues.

Your subscription will be immediately activated after we have successfully received your payment.

Support Limitation

Support is limited to :

• Help and advice regarding our subscriptions and services;
• Help regarding usage of our web site’s services and features;
• Help regarding usage of our products;
• Non-documented issues, tips and tricks regarding our software.
• Minor changes and alterations to our websites in order to work on your installation; please note that we reserve the right to refuse any or all modifications of our product.

Support does not include :

• PHP or any other server-side programming language training.
• SQL or any other database language training.
• Javascript or any other client-side programming language training.
• CSS and XHTML training;

Support Period

Iraj Web is not obligated to provide support, access to downloads or any other services being offered in the subscription beyond the end of the term indicated by your subscription unless you renew your subscription on or before the expiration date by agreement between Iraj Web and you.

Support is provided Monday to Saturday.

We guarantee a reply in a maximum of two business days. Business days are: Monday to Saturday, except for national Holidays.

Product Updates

However, we do commit on providing a good service for our customers and we will do our best to ensure that our websites are up to date and functional.

Termination of Service

We reserve the right to terminate your service if the support policy is violated.