Support Policy

This Support Policy describes what support you can expect from us in regards to Sevio Products and Services.

If you have questions or do not agree about our Support Policy, please Contact us before using the Website or Purchasing any Product or Service. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1st of April 2016.

By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.

Product Support Channels

We only provide Support Services through our Support Center and Skype on request. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Social media or over the phone).

You need to submit a ticket using the Support Center to take advantage of our Support Service. We may ask you to send us your login details, platform installation details or platform access. Any information you share with us, are strict confidential. Only you and our support team will see your ticket or your personal information provided.

Before submiting any ticket through our Support Center we recommend to check the documentation received related to the purchased product or service.

What Our Support Service Covers

We only support our Products and services offerd by us. Our Support Service includes assistance with Product installations, configuration and use.

What Our Support Service Does Not Cover

Our Support Service does not cover products that has been modified by third parties, products that has been modified by yourself. We do not cover any other products or services that may been applied to purchased products (like CMS as WordPress).

We do not cover Server Support or Server Installation other than the one that are installed and purchased under our company concense.

Customization

We provide our products as is. We do not customize our Encrypted Products or support any Third Party customizations for Unencrypted ones. A customization is a change brought to the way our Products look or function relative to how the current version is designed. We do not take responsibility for any issues a Third Party developer has brought due to any modifications. Products are always available to download online if you need to restore to the initial version.

For customizations we are offering a custom plan for customers that wish to creates their own ideas and apply them to one of our products.

Any customizations that are available to be brought to any Unencrypted products may require a fee.

Bug Fixing

We will fix any issues in our Products as quickly as possible after they are brought to our attention. We do not fix issues on installed products to any web server that is not set by our company however.

Support Abuse

Any support that are requested often regarding issues that may or may not exists, critical issues due to a change made by a third party or by yourself or missconfiguration and platform management issues will be charged as Premium Support.

Any other issues or questions which can be found in the product documentation will be also charged as Premium Support.

Premium Support

We are offering Premium Support that includes: Web Server changes, Small script modifications (only for Unencrypted versions), Solving issues related to missconfiguration, issues created while managing the products etc..

Any Premium Support request is charged with $50 USD/hour and will be billed after the issue is solved. We hold the right to choose whom to offer Premium Support.

Please note that we are not responsible for any Database Loss. Database backup and system backup is fully customer’s responsibility.

General Information

Our general support hours are Monday to Friday, 10:00 to 18:00 (GMT +0). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

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