Support Request Terms
In order for your support request to be processed, you must select one of the following options in the Support Authorization section of the support forums for each new support issue (thread) you post. By selecting a support option, you agree to the corresponding terms:
Notice: As of 8/4/2008, the minimum amount of hourly support time you can authorize at once is 20 minutes. This is part of a move toward providing subscription support only in the future, so we encourage everyone to renew their support subscriptions.
If your support subscription has expired, we highly recommend that you purchase an annual renewal. This gives you free prioritized support for a year, plus *all* upgrades (e.g. including v3.0).
"I authorize support charges up to the amount entered below to resolve this issue"
By choosing this option you agree that you are an authorized representative of a Code4Design customer, and that you are requesting Code4Design to provide paid technical support. You agree that your company will pay for this support at a rate of $120 USD per hour unless otherwise agreed. You do not and will not make any claim that any current support subscription, express or implied warranty, other obligation, or defect in software, documentation, or service should require Code4Design to provide this support service free of charge, but instead agree to pay up to the amount you enter in the forum for this issue, based solely on the time tracking records of Code4Design.
"I believe this support request is covered by a support subscription or fixed-price project"
Code4Design maintains records of any support subscription or fixed-price agreements, and sometimes support is available free of charge. The most common case where this applies is if you are within the initial 1 year premium support/upgrade period after purchasing your software, or if you have purchased a yearly premium support/upgrade renewal. Please note that if you select this option but you do not have a premium support subscription active, you may delay the resolution of your issue, and you automatically release Code4Design from any guaranteed response time for this issue.
"I believe this is a software bug and request that this issue be resolve free of charge"
In case of a serious defect in Code4Design software, Code4Design shall have the option of remedying the problem free of charge, or of refuding the purchase price of the software product. Whether or not a given problem constitutes a "serious defect" will be determined solely by Code4Design. In general a "serious defect" is a software bug that makes it impossible to use the software for its intended purpose. Please note that the guaranteed response-time provision applies only to paid hourly and subscription support. By flagging a request as a bug to be fixed free of charge, you automatically release Code4Design from any guaranteed response time for this issue.
"This is a request for a quote."
When you are gathering information to help you decide whether or not to buy software or hire Code4Design for a project, use this option to get answers free of charge. Answers to quote/presales questions are prioritized below paid support, so the guaranteed response time does not apply. If you have a critical presales question that you must have answered quickly, and are willing to pay for the time for it, choose the authorize-time for it.
"Hosting-related."
This is only for live websites hosted by Code4Design. It is meant for the type of question that would normally be answered free of charge by a hosting company, e.g. what DNS servers should I use to point my domain to you, etc. It is not meant for software-related questions, even when the software is installed on a site hosted by Code4Design.