Support & Maintenance Agreement
SUPPORT PROCESS
All support requests are handled through an online support ticketing platform which can be accessed at https://www.noodleman.co.uk/support. All requests must be directed through the support portal.
The support portal handles three types of requests which are described below
1. General Enquiry
For questions about any of our products submit a general enquiry request. We are happy to provide presales support and answer any general questions you may have about our products.
2. Support Request
For existing customers please submit a support request. Support requests are aimed at customers who are already using our products but have run into an issue which you have been unable to resolve. Support requests will only be worked on for customers who have a current maintenance agreement.
3. Feature Request
If you wish to have a new feature added to any of our products please submit a ticket with the details of your request. We will consider all feature requests.
SUPPORT HANDLING & CATEGORIES
Support requests will always fall into one of the following categories. These categories dictate how your support request gets handled.
1. General Enquiry
We aim to reply to all general enquiries within 3 working days although typically the reply time will be much less than this.
2. Software Issue
If a specific feature of one of our products is not working as intended then the ticket will be handled as a software issue. We aim to respond to Software issues within 3 working days although typically the reply time will be much less than this.
The following process is followed by our staff in handing a software issue.
- Try to reproduce the same issue in our development environment. (We may require your sandbox API keys, usernames, passwordsa and FTP access as well as some of your inventory data to reproduce the issue).
- If the issue can be reproduced a work around will be investigated
- if no work around is possible the ticket will change category and become a bug fix. (see below for details)
3. Bug Fix
In the event of a bug being found we will aim to fix it as quickly as possible. Bugs will be defined in three severities
CRITICAL (High Priority)
A critical bug will be an issue that prevents you from using the software entirely. Critical bugs will be fixed as a priority in all cases which means we will work on fixing it immediately. Once the root cause has been identified the software will be updated and a new version released.
MEDIUM
A medium bug will be an issue that prevents the use of a specific feature within the software and no work around is avaialble. We will aim to fix medium bugs within 20 working days. Once the root cause has been identified the software will be updated and a new version released.
LOW
A low bug will be an issue that prevents the use of a specific feature within the software and a work around is available. We will aaim to fix low bugs within 56 working days. Once the root cause has been identified the software will be updated and a new version released.
4. Feature Request
If the request is for new features within the software the ticket is handled as a feature request. All feature requests will be reviewed and where possible added to the software roadmap and included in a future release. We make no guarentees that a feature request will be included in the software. there are no guarenteed timescales for feature requests.
MAINTENANCE
A valid maintenance agreement entitles you to support through the online support portal.
Maintenance entitles you to use any version of the software released on or before your maintenance agreement expiration date.
The purchase of any product from noodleman.co.uk entitles you to 6 months of support & maintenance for the purchased product.
Support & Maintenance is linked to your software license key. The expiration date of support & maintenance is displayed in your software once you have a valid license key.
Support & Maintenance can be renewed by purchasing the required support & maintenance agreement from noodleman.co.uk.
Support & Maintenance is linked to your license key, which in turn is linked to your web-site domain. To support multiple domains, multiple agreements would be required.
HOLIDAYS
There may be occasions where support is unavailable due to holidays. In the event of this scenario a notification will be published on the support portal informing you that support is unavailable between specific dates. you can still raise support tickets during this time and they will be answered as soon as possible. We will extend all customers support & maintenance agreements by double the time support is unavailable. For example, if support is unavaialble for 1 week, your maintenane expiration date will be extended by 2 weeks.
EXCLUSIONS
The items listed below are excluded from the support & maintenance agreement.
- Installing software updates.
With a valid support & maintenance agreement you are entitled to use the most recent versions of your purchased software. It is your responsibility to install the updates. If you would like software updates installed for you an install service is available for purchase.
- Conflicts due to non standard CubeCart code
Any issue that arises within a plugin due to the base CubeCart code being non standard is not supported under the agreement. In these scenarios the support ticket will be worked until the root cause has been identified. Any time spent working on a resolution to the issue caused by non standard CubeCart code will be billable. The customer will be asked if they wish for the time to be spent providing the resolution before billable work is started.
PROJECT WORK - WARRANTY PERIOD
All delivered project work includes a warranty period of 28 days from the date of completion. During the warranty period any defects found will be resolved using the standard support processes as defined above. Any defects found outside of the 28 day period are excluded from the suport & maintenance agreement, the cost of fixing defects for custom projects will be at the standard hourly rate.