About this Support Policy
This Support Policy describes what support you can expect from us in regards to The Services.
If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 December 2013.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
Incorporation by reference
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
- Interpreting these Use Terms
- Support Service
- Passwords and Account Security
- Your Privacy
- Warranties
- Liability
- Documents and Notices
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.
The defined terms in the Supplementary Glossary in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.
Product Support Channels
We only provide Support Services through our Helpdesk Contact Form, and at our sole discretion by phone. We do not provide our Support Service through any other channel (including, but not limited to live chat, Facebook, Twitter, other social networks, etc.) at this time.
You need to submit a ticket using the Helpdesk Form to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify advice you receive through community forums before relying on it.
What Our Support Service Covers
We only support our Products and Services. Our Support Service includes assistance with troubleshooting bugs in our Products and Services.
What Our Support Service Does Not Cover
Our Support Service does not cover programming support of any kind for any code written by 3rds parties (e.g. if we didn’t write it, we don’t support it).
We do not give general programming advice. Use programmer-related help sites such Stackoverflow.com to get help if you need to.
Customization
We provide our Products and Services as is. We may occasionally, at our sole discretion, do customized programming work when requested, depending the nature of the request.
We do our best to offer advice and direct you to appropriate resources if you require assistance with customized software but we do not take responsibility or endorse Third Party solutions for customized Products.
Bug Fixing
We will fix any defects in our Products and Services as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates.
General Information
Our general support hours are Monday to Friday, 10am to 6pm Central Standard Time. Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
Supplementary Glossary
- “Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;
- “Helpdesk” means the Support Service interface on our Website, accessible at http://precious-metals-price-feed.com/contact-us/;
- “Support Policy” means this support policy, as amended from time to time;
- “Terms” means the Website Use Terms located at /terms-conditions/