This Service Level Agreement (SLA) describes the minimum guaranteed service levels provided to Febooti, Ltd. (Febooti) customers.
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
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 means that very detailed help (with added screenshots and precise instructions, if necessary) will be provided to fully fit particular problem situation.
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.
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.
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:
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.).
It is possible to contact us, using Contacts page:
In order to ensure quick and efficient support, please provide the following information with your query:
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.