Support Policy

Web Scribble offers all of its support online through email, helpdesk, and live chat. One year of free technical support is offered with every purchase. The cost of renewal for one year of additional support is 25% of your purchase price.

Coverage

Our support includes:

• One free installation of the software and any plugins purchased on a server that meets the system requirements (MUST be requested within one month of purchase)
• Answering questions regarding software use for a recent version
• Basic software use
• Helping you find the necessary templates and CSS files to change the look
• Answering your questions during regular business hours (9AM-5PM EST)
• Software errors/bugs

• Functional changes to the software
• Modifications to the PHP code or HTML templates
• Configuring your server
• Correcting bugs resulting from a server configuration
• Third party software

Support Methods

• Online documentation
  Our software manuals cover setup and usage of the product.
• Knowledgebase
  A searchable knowledgebase is available for common questions, how-to's, and help.
• Helpdesk
  This is the most effective way to receive support directly from one of our support technicians. Submitting a detailed support request to the relevant department ensures your support request will be answered as quickly as possible.
• Live chat
  You can speak to a support person in real-time. This service is available 9AM-5PM based on availability. If there is an unsually large number of chats, you may be asked to submit a support ticket through the helpdesk instead.
• Phone support
  Phone support is not available.

Support Period

Your purchase of the software includes on year of free support. The cost to renew a support plan for an additional year is 25% of your purchase price. For example, if your purchase total was $199 a support plan for another would be $50.

Installations

One free installation of the software and any plugins purchased is included with every order. If you would like us to re-install the software after you have taken advantage of our free installation offer a $50 charge will be incurred.

Upgrades

Free upgrades are available to download from the customers area. If you would ilke us to perform an upgrade the cost will depend on the type of upgrade you need performed:

• Upgrade without preserving changes - $50
  Your site will be upgraded and any conflicting files will be overwritten. That means some of your templates or functional changes, if any, may be overwritten.
• Upgrade preserving changes
  If your site has custom changes you'd like preserved, the cost of the upgrade will depend on the extent of these changes. Contact us for a price quote.