Product Support Ticket

Before providing you with telephone or email support for software which we have provided, and where no existing support agreement between us is in place, we may, at our discretion, require you to purchase a support ticket. This is normally when we believe the issue is most likely to have been caused by one of the following:

1) Changes in the operating environment of the software (e.g. local network setup, passwords, Windows or Sellerdeck upgrades).

2) Changes by a 3rd party (Amazon, eBay etc) to a file which our software relies upon.

3) The software not being configured/used in accordance with specifications or instructions previously provided.

We make his assessment this based on the information you provide, and how long the software had previously been installed and operating without experiencing the issue being reported.

The purpose of the support ticket is to allow us time to review the issue in more depth, with a view to getting you up and running again.

The support ticket would normally be refunded if we identify what we believe to be an error in our software, or a deviation from its agreed functionality, and if the software was purchased or upgraded in the last 12 months.

Any costs beyond the initial support ticket, which may be necessary to resolve the issue, would be discussed and agreed on a case by case basis before they are incurred.