For how long is the support offered?
-for your entire purchase, we offer a minimum of 2 years of support from the date of your last purchase; This means that if you buy something within those 2 years, your support gets extended to 2 more years from the date of your last purchase.
-the support that we offer is strictly related to the usage of the product; if you require technical support (how to edit certain features by altering the source code, how to create new coding features by altering the source code, etc.) please contact us to discuss a plan;
What does the support include?
The support that we offer includes only fixing any technical issues found on the products, which were caused by our code, and assisting you with using the products, via email, assuming that your questions do not have an answer in the documentation that we have provided with your purchase.
We can also provide support via Skype voice call, if we consider that the query should be answered via Skype and not via email, but this needs to be scheduled in advance and it will not happen often;
However, we prefer to use email for providing support and we recommend that you use this communication channel as well. This way we can track easier all your tickets and you can access all of our answers if you need to study them again, in the future.
What the support does not include (exclusions)?
-investigating why is your web server down (this should be addressed to your web hosting company);
-investigating payment frauds (this should be addressed to your payment processor);
-answering queries of your players (this should be handled by you or your staff);
-customizing (change colors, images, etc.) your website for free (we can do this only for an extra cost);
-dealing with problems of the products, caused by your modifications to the source code of the critical files (files with comment #IGS_CRIT_CWS inside their source code are critical files. Modifying these files will cause you to lose support if problems appear);
-fixing the loading time of the games from your website (the loading time is influenced by the quality of your server connection and by your player’s internet download speed. The filesize of our games is already within the average margins of all the games from the gambling industry, so if the games will load slow, the problem is not from our product. We suggest that you upload the HTML/CSS/JS files to a CDN or to an nGinx server for faster delivery of static content);
-explaining how to edit the PHP source code in order to achieve new functionality that does not already exist in the software (EG: we cannot tell you how to develop a brand new feature in the software);
-if you sell your company, then it is your responsibility to inform the new owner(s) about the features of the product, to provide them access to all the emails from our company and to properly instruct them how to use the product as you were instructed by us. Failure to do so, might cause our support to be lost, even if the product will continue to work;
Also, due to the fact that we reserve the right to choose our customers, we cannot guarantee that we can provide support to the new owner;
Premium maintenance and support services (1000 EURO/month):
-we will update your games once per month free of cost (otherwise it would cost 50 EURO/game every time when you want an update) but only if an update was made to the games;
-if you consider that a game doesn’t attract too many players, we can replace that game with another game of similar value and type, once per year;
-we will monitor the load/performance of your server and recommend an upgrade if needed;
-we will monitor your server and archive data if there is too much workload on the database tables;
-if your server is down, then we will investigate why is your web server down and we will open a ticket with the hosting company so that you won’t need to do that;
-we will respond to your queries via Skype in 24-48 hours and prioritise your requests (weekends excluded);
-you will get 2 hours of free customizations every month;
BONUS: you will get a new STANDARD or PREMIUM game every 3 months (4 games per year). We will give you 3 options to choose from, every time when this occurs;
