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Terms of Support Services

  1. This Agreement is an integral part of policies and terms regulating the work of the Digideo Website (e.g., Privacy Policy, Data Protection Agreement, etc., collectively referred to as “Website Terms”) and any other policies on that Website.
  2. The Agreement regulates the Customer’s use of Support Services as Clause 3 stipulates.
  3. When using, requesting to use, and purchasing Support Services or Support Services rendered under a product subscription, the Customer acknowledges that they have read this Agreement, agree to the content of the Agreement and its terms, and agree to use the Support Services in compliance with this Agreement and Website Terms.
  4. Digideo reserves the right to change the Support Services and/or this Agreement at any time at its sole discretion. Customer’s use of the Support Services after the effective date of any such change constitutes acceptance of the changed Support Services and Agreement.

Licensing

  1. The Customer acknowledges that the provision of Support Services under Clause 3 of the Agreement comes into force if the Customer acquires the Software by a respective License for the terms of, by means and ways available at Digideo website to the date of Website Terms.
  2. The Customer acknowledges that the Support Services within the respective support one-time payment, subscription, and/or product subscription are non-transferable and can only be applied to the customer account through which the purchase was made and the Software acquired through that account.

Support Services

  1. Support Services provided by Digideo connect the Customer with support agents to grant them help with a set of Digideo support-related inquiries (“Support Services”). Digideo provides Support Services only after full payment of such Support Services unless otherwise decided by Digideo at its discretion.
  2. Support Services may be included as part of an active product subscription for the Software, with a billing period of one (1) or twelve (12) months, or as otherwise available at the Website at the time of the subscription, or upgrade to a higher package or to a more extended billing period at any time.
  3. Every subscription works under the cancellation and renewal policy. Whereas the original subscription is canceled and then the Customer renews it on the same or lower version or same or lower billing period, the renewed subscription will include an additional renewal fee of forty percent (40%) for one month’s billing period or thirty percent (30%) for twelve months’ billing period, for every billing period within the renewed subscription.
  4. All Support Services shall only be provided about Digideo’s offer, including audits, custom development services, consulting, and other services that may be provided by Digideo or at the Website.
  5. Depending on the support subscription version, Support Services may include but are not limited to pre-sale consultations, product functionality consultations, installation and configuration consultations, issue verification on non-customized environments, issue verification on the Customer environment, issue resolution, and debugging in case such resolution is possible/viable, installation service, Elasticsearch engine installation service, configuration service, updates installation service, screen sharing, and video calls for configuration questions and preliminary technical investigation.
  6. All Support Services are provided on a demand basis only, and the Customer must submit a corresponding request via Digideo’s web-based helpdesk system, as stipulated in clause 3.8.1 of this Agreement.
  7. Digideo provides limited support services for vendor software purchased on the Website, including pre-sale consultations, product functionality consultations, and installation and configuration consultations. All other issues are redirected to the Vendor for support according to the Vendor’s Support Terms and Conditions. Support Terms and Conditions for Vendor Software are available on the Product Page with a link and/or Vendor website. Digideo may act as a point of contact for the customer if the customer requests such assistance.
  8. For the avoidance of doubt, the following means of communication shall be available to Customers for Support Services unless otherwise offered at the Website or agreed upon with the Customer:
    1. Digideo’s web-based helpdesk system will always remain the preferred way to submit a support request. If the customer uses other communication channels, Digideo reserves the right to create a support ticket in the helpdesk system and redirect the communication with the Customer accordingly.
    2. Online Chat—The customer may use this Option when support agents are available online. Suppose Digideo staff is unavailable at the time of the request or the requested Support Service cannot be provided via online chat. In that case, a corresponding ticket in the helpdesk system shall be created and addressed upon support agents’ availability.
    3. Phone. The customer may use this when support agents are available online. If Digideo staff is unavailable at the time of the request or the requested Support Service may not be provided via phone conversation, a corresponding ticket in the helpdesk system shall be created.
    4. Email. The Customer may request Support Services by emailing the address on the Website. In this case, a ticket in the helpdesk system will be automatically created, and communication will be held accordingly.
    5. Slack Channel. If such an option is available in accordance with the Customer’s support subscription version, the Customer may submit a request to the corresponding Slack Channel. Digideo support agents may address the request in the Slack Channel or create a support ticket in the helpdesk system and redirect the communication with the Customer accordingly if the particular request requires it.
    6. Zoho Meeting. It shall always remain the preferred way for screen-sharing sessions and video calls. In case such an option is available following the Customer’s support subscription version, the Customer may submit a request to Digideo’s web-based helpdesk system for a screen-sharing session or a video call to discuss steps to reproduce the issue to provide and confirm credentials with Digideo Support Team. Digideo support agents address the request by suggesting the available time slots within the Digideo working schedule and arranging the meeting by sending an invitation to the Customer’s email containing the date, time, and link to connect to the video call.
  1. Digideo reserves the right to unilaterally change specific publicly available SLAs for first and subsequent replies. To avoid doubt, the publicly available SLAs do not warrant 100% compliance; such SLAs are approximate and exist only for informative purposes.

Rights and Obligations

  1. Digideo undertakes to deliver Support Services under Website Terms within a reasonable time and extent.
  2. The Customer acknowledges and agrees that if the Support Services requires so, Digideo may request, and the Customer must provide additional data as stipulated under Clause 2 of Digideo Privacy Policy. If the Customer fails to provide such additional data, Digideo has the right to refuse to deliver Support Services as specified in clause 4.7.
  3. The Customer acknowledges and agrees that in case the requested Support Services demands so, Digideo has the right, without additional confirmation from the Customer, to:
    1. Create a copy of the Customer’s production/live environment, including the Magento or WordPress instance and database, for further local deployment of the instance on Digideo’s internal development servers for issue verification and resolution. Digideo undertakes to ensure that such servers are only available from within Digideo’s infrastructure, to anonymize the data, and to treat all confidential information with at least the same level of care as Digideo’s confidential information;
    2. Download a copy of the current configuration settings of Digideo extensions, including such information as the list of extensions installed, current Magento or WordPress version and edition, and current PHP version;
    3. Create users in the Customer’s back office for verification purposes, or, in case the back office is unavailable, create such users using SSH access credentials provided by the Customer;
    4. In case the development environment of the Customer is available, to switch between the modes (default, development, production) as the situation requires;
    5. In cases that include but are not limited to Customer’s slow website load, parallel use of the Environment by the Customer, compatibility issues detected, or other, Digideo support agents may generate and use for the debugging Customer’s environment dumps if such solution is deemed most effective;
    6. Modify environment configuration, including but not limited to code minification settings, JS/CSS merging and bundling, static files settings, and other settings that are reasonably required for issue verification and debugging;
  1. The Customer acknowledges that Digideo does not provide certain Support Services, such as issue verification, resolution, and debugging on the Customer’s production environment(s).
  2. In case the Customer doesn’t have, cannot, or refuses to provide a development environment, Digideo reserves the right to:
    1. Generate respective dumps, including database; or
    2. Request the Customer to provide respective dumps; or
    3. Deny to provide Support Services in case such dumps are not provided;
  1. Suppose the Customer fails to provide or activate access credentials under Clause 4.2 of the Agreement. In that case, Digideo reserves the right to request the Customer to provide respective dumps or generate such dumps upon acquiring the access credentials to ensure seamless provision of the Support Services.
  2. The Customer acknowledges that non-provision or delay in providing requested information under Clause 4.2 of the Agreement and delays in promptly responding to Digideo’s support agents may lead to delays or, in certain cases, non-provision of Support Services. Any delays or non-provision of Support Services shall be the Customer’s sole responsibility. It shall not constitute any breach on Digideo’s side in providing Support Services under this Agreement and Website Terms.
  3. The Customer acknowledges that certain services, including but not limited to installation, configuration, Elasticsearch engine installation, Ngix, Rabbit, Varnish, or AWS services, and updates installation services, shall only be provided if the Customer submits respective access credentials to the development and/or production environment.
  4. The Customer agrees and accepts that Support Services, including but not limited to installation, configuration, Elasticsearch engine installation, and updates installation services, shall not be provided in cases including but not limited to the following:
    1. The version of Magento/PHP installed on the Customer’s development and/or production environment(s) is outdated and is not explicitly supported by Digideo;
    2. The Customer requests to install/configure any other version of Software other than the latest;
    3. The Customer’s environment(s) and/or Software and/or third-party software contain any form of customization(s);
    4. The Customer requires us to install patches, custom-developed code;
    5. The Customer requires us to uninstall Digideo Software;
    6. The Customer requires us to install Magento version/PHP version updates.

Term and Termination

  1. This Agreement comes into effect on the date the product subscription or respective support subscription is acquired and remains effective until terminated by the cancellation or non-renewal of the subscription or in case of termination by the Customer or Digideo under Website Terms.

Final Provisions

  1. This Agreement has been valid and effective since July 1, 2021.
  2. This Agreement constitutes an integral part of Website Terms.
  3. The terms defined in the Digideo Terms and Conditions have the same meaning as those in the Agreement. In case of conflicting regulations relating to Support Services imposed by this Agreement and Website Terms, the Agreement shall prevail.
  4. Digideo reserves the right to adopt any changes and amendments hereto. The up-to-date version hereof is available on www.digideo.co.
  5. To avoid doubt, all issues arising from indemnification, confidentiality, restrictions, limitation of liability, applicable law, and dispute resolution are resolved based on the relevant sections of the Digideo Terms and Conditions.
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