Unless otherwise stated, these Software Support Policies apply to all BoostMyShop software products. “You” and “your” refers to the individual or entity that has ordered support from BoostMyShop.
To receive technical support as described in these BoostMyShop Software Support Policies, all products must be properly licensed.
Technical support is provided for issues (including problems you create) that are demonstrable in the currently supported release(s) of a BoostMyShop licensed program, running unaltered, and on a certified software and hardware platform as specified in your order or program documentation.
These Software Support Policies are subject to change at BoostMyShop’s discretion; however changes will not result in a material reduction in the level of the services provided for supported programs during the support period for which fees for technical support have been paid.
Support fees are due and payable in advance of a support period, unless otherwise stated in the relevant order or written agreement. Your payment is required to process your Support order with BoostMyShop. Support will be provided pursuant to the terms of the order under which it is acquired.
Support is effective upon the effective date of your order unless stated otherwise in your order. If your order was placed through the BoostMyShop Store, the effective date is the date your order was accepted by BoostMyShop. Once placed, your order for support services is non-cancelable and the sums paid non-refundable, except as provided in the relevant order.
Customers with unsupported programs are not entitled to download or receive updates, product releases, patches, telephone assistance, or any other technical support services for unsupported programs.
Your technical contacts are the sole liaisons between you and BMS for technical support services. Your technical contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable about the BoostMyShop supported programs and your BoostMyShop environment in order to help resolve system issues and to assist BoostMyShop in analyzing and resolving service requests. When submitting a service request, your technical contact must have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist BoostMyShop in diagnosing and triaging the problem.
Update means a subsequent release of the program which BoostMyShop generally makes available for program licenses to its supported customers at no additional license fee, provided you have ordered a support offering that includes software updates for such licenses for the relevant time period. Updates do not include any release, option or future program that BoostMyShop licenses separately. Updates are provided when available (as determined by BoostMyShop). BoostMyShop is under no obligation to develop any future programs or functionality. Any updates made available will be made available to you for download. You shall be responsible for copying, downloading and installing the updates.
(f)Right to Desupport
It may become necessary as a part of BoostMyShop’s product lifecycle to desupport certain program releases and, therefore, BoostMyShop reserves that right.
(g)First and Second Line Support
You are required to establish and maintain the organization and processes to provide “First Line Support” for the supported programs directly to your users. First Line Support shall include but not be limited to (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the supported programs, (ii) a direct response to users with respect to problems or issues with the supported programs, (iii) a diagnosis of problems or issues of the supported programs, and (iv) a resolution of problems or issues of the supported programs.
If after reasonable efforts you are unable to diagnose or resolve problems or issues for the supported programs, you may contact BoostMyShop for “Second Line Support”. You shall use reasonable efforts to provide BoostMyShop with the necessary access required to provide Second Line Support.
Second Line Support shall consist of (i) a diagnosis of problems or issues of the supported programs and (ii) reasonable efforts to resolve reported and verifiable errors in supported programs so that such supported programs perform in all material respects as described in the associated documentation.
BoostMyShop may review service requests logged by your technical contacts, and may recommend specific organization and process changes to assist you with the above recommended standard practices.
(h)Third Party Vendor-Specific Support Terms
You must remain on a supported environment – including applications and platforms – to receive technical support. If a vendor retires support for its product, you may be required to upgrade to a current certified and supported software and hardware configuration to continue receiving technical support services from BoostMyShop.
(i)Technical Support for Development, Demonstration and End User Licenses
Technical support for Development and/or Demonstration licenses is provided through your membership in the BoostMyShop Partner Program. Before you may provide technical support for a program you have licensed to an end user you must, in addition to the technical support you may receive for Development and/or Demonstration licenses, acquire technical support for such program from BoostMyShop and continuously maintain it for as long as you provide support to the end user.
BoostMyShop Support Levels
Program releases in the support phase of BoostMyShop’s product support lifecycle will receive:
Program updates, fixes, security alerts and critical patch updates
- Tax, legal and regulatory updates (availability may vary by country and/or program)
- Major product and technology releases, if and when made available at BoostMyShop’s discretion, which may include general releases, selected functionality releases
- Assistance with service requests at normal business working hours except as otherwise stated
- Access to the customer support pages specified in the Web-Based Support sections (24 x 7), including the ability to log service requests online, unless stated otherwise
Contact information can be found on BoostMyShop’s support web site.