Support Agreement

This Support Agreement is a legally binding contract between you (the customer) and SentoWeb Srl which comes into effect on cleared payment and applies to all products and services offered by SentoWeb on sentoweb.com and it's marketplace.

1. Conditions

A partial or full refund is offered for all mishandled support tickets, depending on the severity of the issue and the length of the delay.

A support ticket is considered mishandled in any of the following scenarios:

  • 1a. No reply was posted within 24 hours of the support ticket being opened or being updated by the customer, regardless of public holidays and week-ends. Automatic replies (where applicable) do not count as support reply.
  • 1b. High Priority support request was not correctly escalated and handled during work hours.

2. Support Ticket Priority Definitions

Low Priority must be used for support inquiries involving small service degradation. The refund offered for mishandled low priority requests is determined based on the length of the delay and ranges between 10%-20% of the product's price.

  • The service is able to handle all requests from all users but returns a notice/warning which don't affect the functionality but may be a sign of misconfiguration.
  • Certain modules require additional configuration.
  • Extension compatibility issues.

Medium Priority should be used for support inquiries involving limited service degradation. The refund offered for mishandled medium priority requests is determined based on the length of the delay and the severity of the issues, it ranges between 20%-50% of the product's price.

  • The service is only able to handle certain requests, some requests result in a critical error.
  • Certain functionality of the website is unavailable.
  • The service is unable to handle requests in reasonable amount of time due to a possible misconfiguration.

High Priority should be used for support inquiries involving limited service degradation. A full refund is offered for all mishandled high priority support requests.

  • The service is unable to handle most requests.
  • The security of the service might be compromised.

Please make sure to label your support ticket properly so that we can get back to you without any delay.

3. Limitations

3a. The limit of the total refund you may receive from all mishandled support tickets can't exceed the amount paid for the product, excluding any extensions and additional services.

3c. The refund is offered as account credit which can be withdrawn to your PayPal account after 30 days or spent on our website and marketplace.

3d. We reserve the right to determine the amount of the refund based on the severity of the issue and the delay.

3e. We reserve the right to adjust the priority of the support ticket if we feel like it wasn't labeled correctly.