Product Support Policy

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Welcome to Product Support

Product support is a service provided by Proteqme. Having support for your purchased item means that Proteqme will be available to you, the buyer, to iron out any potential issues you have in using the item.

This page will tell you all about what you can expect Proteqme’s Support Team. Here’s a summary:

What’s IncludedSupported Items
Updates to ensure the item works as described and is protected against major security concernsYes
Discretionary version updatesYes
Availability of Proteqme provide item supportYes
Technical questions about the product’s built-in features and functionality Yes
Assistance with reported bugs and issuesYes
Help with installing Eagle Eye (at an additional charge)Yes

Read the item documentation first

Many support queries and technical questions will already be answered in the supporting Knowledgebases and FAQ section. Please make sure all documentation is read thoroughly.

What’s included in item support

The item support period
A supported item includes product support for 3,6 or 12 months from the purchase date according to the plan purchased. During that time, Proteqme is expected to be available to provide the product support services we’ve set out on this page. Response times by Proteqme can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided (see ‘fair-use’ later on).

Answering questions about how to use the product
During the product support period, Proteqme is available to answer your general questions about the product and how to use it.

Answering technical questions about the product
During the product support period, Proteqme is available to:

Answer your specific questions about the features and functionality of the product
1. Provide some guidance on the way the item is designed,
2. Help you with issues related to using the item and getting the most value out of its functionality.
3. Answer questions about third-party assets or functionality bundled with the item, such as how they work, and other technical questions.
4. Help with defects in the product or included third party assets
5. During the product support period, you can report and discuss bugs and minor item defects with the author, and authors are expected to be available to assist you with reported bugs. If appropriate, authors may issue bug fixes directly to you as part of product support. (If Proteqme decides to address a bug fix through a general version update, that update will be available to all buyers.)

A supported product may include third-party functionality or items from other service providers. During the product support period, the author is expected to be available to assist with questions about third-party assets, and to either help you to address particular issues with the third party asset or direct you to where you can find the solution.

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities
If a supported product includes a third-party asset (e.g., a plugin), or is intended to work with third-party software or platforms (e.g. a proxy service), Proteqme will ensure the item remains compatible if the software or platform version is updated. This includes if the third-party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers.

What’s not included in item support

Product customization
Product support does not include services to modify or extend the item beyond the original features, style, and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, please get in touch with us here.

Installation of the item
Buyers have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server. If you’re just starting out or skilling up, please view our documentation installation guides and video content. If you’re after installation services, Proteqme offers paid installation services at an additional cost.

Hosting, server environment, or software
Proteqme is not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

What’s included in all item purchases
Please refer to the following article:

Fair-use, and other details
We have outlined what item support is all about and we ask that you’re mindful of Proteqme’s time when making item support requests. We suggest that before reaching out for support, read the documentation and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.

If you’re waiting for an update or fix to a product, it may take several days/weeks for Proteqme to properly fix, test, review, and release. Proteqme may also take breaks (e.g. a vacation) from providing item support. We will let you know of any extended breaks either via email, our website, or social media.