Support Service Policy
Octeth provides 3 months free technical support service to each new Oempro license. Support service is provided through web based help desk system.
In this page, our support service limits are explained with all details. You accept and agree to be bound by this policy and all other policies published on this website by using the enclosed software and visiting our website.
Support Service Life Time
- Initial Support Service Subscription
New Oempro edition purchase comes with 3 months free service subscription - Support Service Extension Cost
No matter how many Oempro user license you have, it's $300.00 USD for 12 months for each Oempro license you own. - Support Service Medium
Web based help desk system -- First in first out order. - Support Service Coverage
Free access to web based help desk system. Free access to latest product downloads
Supported Issues and Cases
Following issues and cases are supported and covered by our Support Service Policy:
- Oempro related how to questions
- Oempro related feature questions
- Oempro usage questions
- Oempro related unexpected behaviors and troubleshooting
- Oempro related technical problems
- Oempro related bugs
- Oempro documentation problems and questions
- Oempro installation issues
- Oempro upgrade issues
- Issues reported in the web based help desk
Not Supported Issues and Cases
Following issues and cases are NOT covered by our Support Service Policy and our support team will not be able to help on these cases:
- CRON (scheduled task) setup
- Email piping or POP3 account setup
- Web server related issues and questions (web server time-out, resource problems, unexpected process terminations, configuration problems, etc.)
- MySQL database server related issues and questions (resource problems, incorrect configuration problems, database corruption problems, etc.)
- Mail server and mail delivery related issues and questions (SPAM filtering problems, black listing issues, slow email delivery issues, SPF/SenderID, DKIM/DomainKeys configuration problems, etc.)
- Issues reported in forum, by email or live chat or by phone conversation
- Products where code (or user interface) has been customized (both minor and major customizations)
- Data migration
- Database repair
- Mail server debugging, fine-tuning
- Issues experienced in non-supported (and non-compatible) environments (both server and client)
- Old version products
- Discontinued products and version series
New Feature Requests and Implementation Procedure
We welcome every new feature request and idea from our customers. New feature requests can be submitted through the web based help desk system, forums or by sending email.
We never guarantee that every received feature request will be implemented. We also never guarantee an immediate new feature implementation to our products.
Bug Reports and Bug Resolution Procedure
Bug reports and technical problems should be reported to Octeth by using the web based help desk system. Our support team will be able to get in touch with the issue reporter and learn required details to reproduce the problem. If the problem is identified and approved as a bug, it will be recorded to internal Octeth issue tracking system and scheduled for one of the future updates.
We do not guarantee or promise an immediate bug fix. However, all reported and approved bugs are targeted to be removed as fast as possible.
Support Service Period
All Oempro editions come with 3 months free upgrade and support service coverage. All customers can download both minor and major version updates for free and request support service within this period.
After the end of the first 3 months free service subscription period, Octeth customers can extend their service subscription at any time for a nominal fee for 12 months. Purchased and owned licenses are never expire or terminate if the support service subscription is not extended.
Response Times
Dedicated Octeth Support Team targets the fastest response time for every received ticket. However, some tickets may take longer to resolve. We never guarantee a resolution time or quick response to our customers.
Average new ticket reply duration is maximum 24 work hours. Each received ticket has the same priority with other pending tickets and tickets are replied in first-in-first-out order.
Reported problems through the community forum, email, live chat, phone conversation or any other mediums other than the web based help desk system will not be received and replied by the support team.
Octeth Support Team work hours are 10am - 6pm GMT+2 Monday through Friday. No support service is provided during National Holidays and after work hours.
Liability
YOUR USE OF THESE PAGES AND ANY SOFTWARE AND SUPPORT ACQUIRED FROM OCTETH IS AT YOUR SOLE RISK. THIS WEB SITE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. OCTETH EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT WITH RESPECT TO THIS WEB SITE AND ITS SOFTWARE.
YOU EXPRESSLY UNDERSTAND AND AGREE THAT OCTETH IS NOT LIABLE FOR ANY, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR LOSS OF REVENUES, PROFITS, GOODWILL, USE, DATA, FAILURE TO REALIZE EXPECTED SAVINGS, OR OTHER INTANGIBLE LOSSES ARISING FROM YOUR USE OF THIS WEB SITE OR SOFTWARE OR SERVICES ACQUIRED FROM OCTETH, EVEN IF OCTETH HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
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