Support Policy

Technical support is only available to customers whose Support and Upgrades Subscription is valid.
Unless otherwise stated, you will be provided with 3 months of free and unlimited updates and support on the date of your purchase.
This is ample time to get the product working.

We provide technical support for:

  • How-to and feature related questions for the product you purchased
  • Basic usage questions and troubleshooting unexpected behavior for documented features
  • Technical issues and defects where the product you purchased has been identified as the cause by an Alurian support engineer
  • Errors in documentation and official technical support materials as available from the Alurian website
  • Installation/upgrade issues and defects
  • Interoperability with other supported Alurian products
  • Alurian product runtime and operation errors or failures (not including those produced by Apache, IIS, MySQL, etc)
  • Basic questions for interoperability with third party products, such as Intuit QuickBooks
  • Basic how-to questions for documented Alurian application programming interfaces (APIs)
  • Problems with license keys as a result of upgrading or changing servers

We do not provide technical support for:

  • Issues with or usage of software/hardware outside of the product you purchased (such as creating FTP accounts, repairing corrupt database tables, etc)
  • Database integrity or database performance issues, including database optimization and tuning
  • Configuration/installation of Apache, IIS, MySQL, Oracle, MS SQL Server, etc
  • Issues created in or referred from the Alurian forum
  • Products where code has been customized, regardless of whether the change was minor in nature or not
  • Products where data was modified via an unsuppported means or method
  • Addons or templates which were not purchased directly from Alurian
  • Data migration, database backups or corrupt database repair
  • Enabling/disabling PHP settings on your web server
  • Debugging of mail servers or mail server configurations
  • Issues experienced in non-supported server or client environments
  • Network configuration or deployment
  • Products which have not been updated to the latest stable version
  • Problems with license keys on software that has been discontinued or has not been updated to the latest stable version
  • Template Customizations (HTML & CSS)