Service Level Agreement

This Service Level Agreement (SLA) describes the minimum guaranteed service levels provided to Febooti, Ltd. (Febooti) customers.

SLA publication / modification dates:
  • Modification date: March 25, 2014
  • Modification date: July 01, 2013
  • Modification date: July 06, 2011
  • Modification date: November 14, 2009
  • Modification date: November 03, 2008
  • Modification date: August 05, 2006
  • Publication date: July 28, 2004
  • SERVICE GUARANTEE.

    Febooti strives to solve quickly and effectively all questions that may arise in connection with installing, configuring, using our products as well as other kinds of questions, namely, in connection with downloading, buying, registering, support etc.

    Febooti aspires to answer customers questions as soon as possible, namely in a few hours or a single business day, however due to potential complexity of issues Febooti guarantees to provide email support to customer in the following categories within the maximum of 3 business days:

    • full assistance in setting up and configuring Febooti products;
    • full assistance in downloading, purchasing and registering Febooti products;
    • basic assistance in all possible issues indirectly connected with Febooti products.

    Full assistance means that very detailed help (with added screenshots and precise instructions, if necessary) will be provided to fully fit particular problem situation.

  • SUPPORT PRIORITY.

    Premium support requests are processed on priority schedule as soon as their queue comes up or even instantly, if there are no other top priority support requests pending. Our dedicated support team is highly motivated to deliver efficient solutions without hesitation.

    Requests of the registered users are served after all premium support issues are solved. We work consciously and systematically with all support requests.

    Febooti does not guarantee the support service for unregistered users; however, their requests are ordinarily processed on lowest priority basis with normal waiting time up to a couple of days.

  • PRODUCT GUARANTEE.

    Febooti guarantees that its software located for download on Febooti website is virus free and contains no spy-ware, ad-ware or trojans. Otherwise, Febooti products are provided "AS IS" without warranty of any kind.

  • 30 DAY MONEY BACK GUARANTEE (MBG).

    Febooti provides 30 day unconditional money back guarantee. If customer finds our product not to fit customers needs or for some other reason wants to cancel the purchase, Febooti provides period of 30 days from the moment of purchase during which Febooti will return the sum of purchase upon a claim of customer. Note:

    • Money back does not include the costs of downloading our products, spending time on Internet or any other expenses indirectly connected with Febooti products;
    • If Febooti, at its sole discretion, decides that a customer is trying to take advantage of our Money Back Guarantee in any fraudulent or unethical way (with "any fraudulent or unethical way" to be defined, determined, and decided at Febooti sole discretion), we reserve the right to cancel this guarantee;
    • Febooti imposes a strict limit of one Money Back Guarantee per individual customer. Individuals who have already claimed a Money Back Guarantee on Febooti are not eligible for additional Money Back Guarantees;
    • Money Back Guarantee applies to all purchases up to $350.
  • UPDATE / UPGRADE POLICY.
    • Security issues are fixed within one day to four weeks from the moment they are reported or found. More essential bugs that affect functionality or stability of the program will be fixed prior to cosmetic and other bugs that do not affect programs functionality or stability.
    • Feature requests are implemented within two weeks to three months from the moment they are requested or recommended by customer. Note: not all suggestions and feature requests will be implemented.
    • Free upgrades within a minor version of the software are provided. Note: for some products (consult license) Febooti provides free lifetime upgrades.
    • Lifetime of software. Lifetime relates to life span of software, not of a person. Febooti guarantees a minimum 5 years of support and minor upgrades since the release date of the last official major version. However software's lifetime is in no way limited to 5 years and may last a lot longer.
  • FORCE MAJEURE.

    Febooti shall not be liable for any failures or delays in services mentioned, to the extent said failures or delays are caused by causes beyond Febooti reasonable control.

    As well Febooti shall not be liable for any failures or delays in services to the extent said failures or delays are caused due failures or delays in services of third-party companies (i.e., web hosting companies, root DNS services, Internet service providers, mail services, affiliate services, order processors etc.).

  • SUPPORT INFORMATION.

    In order to provide better services to our clients and customers, it is possible to contact us via online form or email:

    ContactsDescription
    Online Contact Formhttp://www.febooti.com/contacts/online/
    Contacts Pagehttp://www.febooti.com/contacts/

    In order to ensure quick and efficient support, please provide the following information with your query:

    • Order-ID / Premium support number (for registered users).
    • Product name and version.
    • Operating system name and version.
    • Full problem description.
    • Step by step instructions on how to repeat the problem.
    • Any other information you think will help us faster to solve your issue.

Febooti shall have the right, at its sole discretion, to modify, add or remove any terms or conditions of this SLA without notice or liability to you. Any changes to this SLA shall be effective immediately following the posting of such changes on Febooti website.

In case of SLA modifications, changes will be indicated on top of this document. In addition Febooti would like to assert that SLA will not be changed arbitrary without reasonable cause.

© 2001–2017 Febooti Ltd.