Support Policy
General Rules
Commercial Products
We will help you free of charge for up to 6 months after purchase with the initial installation of our products, should problems occur. After this period, more extensive work may incur costs. However, we will discuss this with you before starting the work. In addition, we offer a paid installation service, where we carry out the installation for you.
We will help you install updates free of charge for at least two years after purchase, should problems occur.
We will help you free of charge for at least two years after purchase with any error that occurs in our software.
We will gladly answer general questions about our products in our support forum.
Due to our low license prices it is unfortunately not possible for us to help you with individual code changes or customizations. Every change would have to be planned, created and tested by us. Additionally, changes after updates may be necessary. These expenses are not covered by the license prices. However, we would be happy to help you in the course of a costly order work. Of course we will provide you with a free cost estimate.
We always have an open ear for new ideas for the expansion of our products. Wishes for new functionality are collected in a backlog in which the priority of implementation can be actively shaped by our customers. We usually implement new functionality only in feature updates. However, we cannot guarantee that every wish will be implemented. If you need a functionality faster, we will also be happy to help you in the course of a cost-based order work. Of course we will provide you with a free cost estimate.
Our support basically ends when WoltLab stops supporting the corresponding version of WoltLab Suite. From this point on we can no longer offer support for questions or problems.
Free products
We help you free of charge with the first installation of our free products, should problems occur. In case of own fault, costs may arise under certain circumstances. However, we will discuss this with you before starting work.
We help you free of charge with the installation of updates of our free products, should problems occur. In case of own fault, costs may arise under certain circumstances. However, we will discuss this with you before starting work.
We will help you free of charge with any error in our software. In case of own fault, costs may arise under certain circumstances. However, we will discuss this with you before starting work.
We will gladly answer general questions about our products in our support forum.
For our free products we cannot provide support for individual code changes and customizations. However, we would be happy to help you in the course of a costly order work. Of course we will provide you with a free cost estimate.
Our support can be terminated at any time without giving reasons, at the latest when WoltLab stops supporting the corresponding version of WoltLab Suite. From this point on we can no longer offer support for questions or problems
Compatibility
We always try to support the latest version of WoltLab Suite. If changes or adaptations to a new version of WoltLab Suite are necessary, the update may be free of charge or with costs. We guarantee compatibility to the WoltLab Suite version, which is listed on our product page.
We support the same PHP or MySQL versions as the WoltLab Suite. If changes are necessary due to a new version, we will provide them in a free bugfix update, if our product version is still supported.
Used licenses
So far we have tolerated the sale of used licenses on third-party sites. We do not want to prohibit our customers to resell our licenses when they are no longer needed. However, the sale and purchase of used licenses is tied to certain conditions.The license transfer is carried out by us free of charge. The license transfer can be initiated via the customer interface. The sale or transfer of the access data to the forum is not permitted. Upgrades of licenses from the Plugin-Store can only be transferred in combination with the old license from the Plugin-Store, because these two licenses form one unit. In cases of abuse we reserve the right to revoke the account or block the support access.
The access to support is bound to the first buyer, i.e. the buyer of a used license has no access to the official support. After the license transfer the new owner gets free read access to the support forum. If desired, the new owner can be reactivated for support for a fee. In this case please contact us.