This Support License Agreement (“Agreement”) is entered into between you (“Customer”, “you”) and PluginPartner (“Company”, “we”, “our”, or “us”) and governs your use of any support services provided for our Magento extensions and related services.
By purchasing, accessing, or using any support services provided by the Company, you agree to be bound by the terms of this Agreement. If you do not agree, you must not use or access our support services.
1. Relationship to Main Terms
This Agreement is an integral part of our [Terms of Service] and [End User License Agreement (EULA)]. In case of any inconsistency between those documents and this Agreement regarding support services, this Support License Agreement will prevail.
2. Eligibility
Support services are only available to customers who:
- Have purchased a valid license to the corresponding Magento extension,
- Have an active support subscription (if applicable),
- Have registered the product under a valid domain,
- Provide a valid order ID or account credentials upon request.
3. Scope of Support
Our support services include:
- Assistance with plugin installation, configuration, and updates,
- Clarifications on plugin functionality and documentation,
- Bug identification and resolution related to our plugin code,
- Compatibility advice for Magento versions.
Support does not include:
- Custom feature development,
- Modification of extension code or third-party conflicts,
- Fixes for issues caused by third-party extensions, themes, or server configuration,
- Magento core or hosting-level issues.
4. Support Channels & Availability
Support is provided exclusively through our [support portal/email/ticket system] and is available during business hours: [Days/Hours, e.g., Monday to Friday, 9 AM to 6 PM IST].
We aim to respond to support requests within [24–48 hours], excluding weekends and holidays.
5. Support Subscription & Fees
5.1 Included Support
Initial plugin purchases come with [3/6/12] months of free support from the purchase date.
5.2 Renewal
Once the free support period ends, continued support requires purchasing a support renewal or subscription as listed on our website.
5.3 Non-Refundable
All support purchases and renewals are non-refundable, even if unused or minimally used during the subscription term.
6. Term & Termination
6.1 Your support license remains valid for the duration of your active subscription.
6.2 We reserve the right to suspend or terminate support access:
- For violation of this or related agreements,
- Abuse of support channels,
- Use of pirated or modified versions of our extensions.
7. Customer Obligations
Customers must:
- Provide accurate details and access credentials as requested for issue resolution,
- Use support channels respectfully and reasonably,
- Maintain an up-to-date Magento and PHP environment.
8. Limitation of Liability
We shall not be liable for any incidental, consequential, or indirect damages arising out of the support services, including but not limited to system downtime, data loss, or business interruption.
Total liability under this Agreement shall not exceed the amount paid for the support subscription during the last 6 months.
9. Modifications
We reserve the right to modify this Agreement at any time. Any updates will be posted on our website with the latest effective date. Continued use of support services after changes constitutes acceptance of the updated terms.
10. Governing Law & Dispute Resolution
This Agreement shall be governed by the laws of the State of Delaware, without regard to its conflict of law principles. Any dispute shall be resolved through binding arbitration or in the courts located in Delaware.
11. Contact
For questions regarding this Support License Agreement, please contact support@pluginpartner.com