Full Support Policy

The growing number of our valued customers all around Europe and their inquiries bring about the need for a new organization of service support at PromoTron described in this document.

1. Introduction

We may find on the way that we need to “twist and tweak” the organization from time to time, so please don’t be surprised much when you receive an update.

This Full Support Policy is valid from 15th February 2021.

2. Scope

Our service support is intended to help you with the testing, onboarding,  and initial configuration of our “Services”, their day-to-day use, and potential customization. By subscribing to and using any of our Services, you implicitly agree to these terms of our service support.

One day, we would love to help you with all additional tasks such as online marketing and advertising, SEO, etc., but we simply don’t have the capacity now; that is why we will provide support services only in direct relation to our Services.

3. Basics

All communications between you and us regarding service support will be channeled via this Helpdesk Portal. For more, please kindly find below in section 5.

Also, all service support will be subject to a fee (more on fees in Section 4c), with the following 3 exceptions provided free-of-charge:

1.    ​​​Trial Assistance (see below in Section 4a);
2.    Any “Bug-fixing” (see below in Section 4c); and
3.    Use of the Helpdesk Portal itself or resolving your inquiries directly with the support services.

4. Details

For clarity, we will distinguish four distinct types of support services: “Trial Assistance”, “Onboarding Assistance”,  “Day-to-Day Support”, and “Customization”. 

A) THE TRIAL ASSISTANCE

Unless we agree specifically otherwise, every Trial of a Service will last 7 days from the “Trial Start”, which is the day on which you received your login into the trial version of the Service. The trial does not need to be available for all of our Services - please follow our website.

During the trial period, please direct all questions to our Sales department.

We want to make sure that during the Trial, you discover and ideally fall in love with all features of the Service - that is the main purpose of our Trial Assistance. Trial Assistance consists of an introductory video call (typically 1-hour long, but maximum 2-hour long) roughly in the middle of the Trial; we recommend that, prior to the video call, you thoroughly click through the Service. You will book the video call using our Reservation System.

Trial Assistance within the above limitations is free of charge. In case you decide to subscribe to the Service already during the Trial, you may use the so far unused video calls for onboarding in the Service - still free of charge (four onboarding, see Onboarding Assistance below).

Please note that already within the Trial, you receive a full (unrestricted) and fully functional version of the Service with all currently available features, so feel free to test it in its entirety. Also, setting up a Service will take some time (and some basic technical knowledge), so please reserve it consciously.

B) THE ONBOARDING ASSISTANCE

If you subscribe to a Service upon or after the conclusion of its Trial or after using up the Trial Assistance, and you require our further assistance with setting up or initially configuring the Service, you will use the Onboarding Assistance. We will provide and price the Onboarding Assistance as Support (see section 5c below), unless you opt to purchase a more beneficial prepaid dedicated Onboarding Assistance Package (“OAP”) - for fees see 5c below.

OAPs are pre-paid packages of support hours offered at better prices than the Support itself. The typical buyer of an OAP will be less technologically savvy or a busy customer who needs/wants to outsource the onboarding of a Service to us. You may purchase the OAPs even repetitively, provided, however, that (i) OAPs can be purchased no later than 2,5 months after the Trial Start and (ii)  all OAPs will be used up no later than 3 months after the Trial Start, otherwise their unused portion will then expire in full. 

After the conclusion/expiration of the Onboarding Assistance (that is, after 3 months after the Trial Start), by which time you should be thoroughly “up and running” with the Service, you will further use our Support.

After completing the online onboarding, please direct all questions to our Support department.

Monthly free onboarding and technical assistance (Support) depend on your license, ranging from 1 to 5 hours per month.

C) THE SUPPORT

Should you require our assistance with the day-to-day use or troubleshooting of a Service, you will use the Support. Support will only take the following regimes (i.e., no other regimes are available):

D) THE CUSTOMIZATION OR SETTING ASSISTANCE

Every Customization will be processed as follows:

1. You will specify the Customization as thoroughly and precisely as possible; you will submit the specification of the Customization to us through the Support Portal.
2. Analyses – Additional time will be required to analyze your request.
3. We will scope the Customization and quote you an estimated budget and delivery time.
4. You will approve the Customization.
5. You will make a pre-payment of (a part of) the budget (for payments for Customizations, see Section 4e below);
6. After the receipt of the pre-payment we initiate the works; while working on the Customization, we may be from time to time in contact with you to resolve potential issues/questions.
7. We will let you know by email that we have completed the Customization and display the Customization to you for testing.
8. After your successful testing, we will officially hand over the Customization to you; you will accept the Customization; if we don’t make the acceptance within 5 business days, the Customization will be deemed accepted by you.

All communications regarding Customization and all the above steps involved in the customization will be performed through the Helpdesk Portal. Besides, it may sometimes happen that an Assistance or Support will turn into Customization when we find out that the resolution of your inquiry will require a modification or personalization involving individual IT development or work of graphics work; in such a case, we will suspend the Assistance or Support and will initiate the above Customization steps.

E) PAYMENTS AND INVOICING

1. Technical Support can only be prepaid. For the purchase of a Technical Support, we will issue you an invoice after we receive the pre-payment in full. 
2. Support. Support is typically post-paid, with certain exceptions described further below. We will invoice you for the Support you used in a particular calendar month by the 10th day of the following month. You may monitor the Support used and Fees accrued in the Helpdesk Portal. You will pay the invoice by the end of the calendar month in which the invoice was issued. 
3. In case of your (foreseen) intensive use of Support, we may ask you for a pre-payment of (a part of) the future anticipated Fees and postpone the provision of Support until we receive the pre-payment. 
4. We may also postpone the provision of Support to you in case you are overdue with any Fees payable to us. 
5. Customizations. Unless agreed otherwise in a written agreement between you and us or unless decided by us more favorably for you: (a) Customizations with a budget above? will be prepaid by you in full and (b) Customizations with budget below? will be prepaid by 50% before we initiate the works, the remaining portion to be paid by you upon the completion of the Customization.
6. You will receive the invoice from us after the Customization is completed by us and paid in full by you.