Support policy
- Details
- Created on Thursday, 20 March 2014 18:25
1. Support Plans:
Priority Support:
| Аvailable for: | Customers who bought a PRO version (TorTags 3+) |
| Response time: | 1h - 2 business days |
| Duration + update: | 3 months after purchase |
| Number of supported sites: | 1 website |
Improved Support:
| Аvailable for: | Customers who bought a Improved version (TorTags 2+) |
| Response time: | 4h - 3 business days |
| Duration + update: | 2 months after purchase |
| Number of supported sites: | 1 website |
Free Support:
| Аvailable for: | Any customers with Tormix production |
| Response time: | 8h - 15 business days |
| Duration: | 1 months after first contacting |
| Number of supported sites: | 1 website |
2. Ways to contact us:
|
Priority support |
Ticket system, Tormix form, E-mails |
|
Improved support |
Ticket system, Tormix form, E-mails |
|
Free support |
Tormix form, E-mails |
3. Working hours:
We are available virtually around the clock.
But the support department is closed on weekends and public holidays.
Often the response times may vary based on ongoing requests in the work queue.
4. Main types of resolved issues:
| Problem with | Need for resolve |
| Installation of Tormix components, modules and plugins | BackEnd access [FTP] |
| Settings of Tormix components, modules and plugins | BackEnd access |
| Tormix component operations [CRUD] |
BackEnd access [FTP] |
5. Support team DON'T:
- undertake to solve problems with css-styles on your site
- solve problems not related to our(Tormix) products
6. Support team guarantee:
- quality support
- understanding (even if you use a translator) ;)
- security and non-proliferation of your data
We are always happy to help you! Thank you for choosing us!
Your Tormix Support Team!
