Support Terms & Conditions
All BoldMinded, LLC add-ons comes with free 30 day support period beginning after the inital purchase. If the reported issue is cleary an issue with BoldMinded add-ons, we will attempt to fix the issue within a timely manor, free of charge to the customer.
Support is only provided for add-ons installed in official releases of ExpressionEngine. This does not include forks or individually maintained ExpressionEngine repositories.
BoldMinded reserves the right to suspend support at any time and ask the customer for a small fee of $100 per support issue in the occurance of any scenario noted below. Fees will be paid via PayPal.
Scenarios which may require a support fee:
- If the reported issue is suspected to be a conflict with another add-on, or an extreme edge case from a combination of add-ons or conflicts resulting from custom template or add-on development from the customer.
- If BoldMinded, LLC is unable to replicate the issue in a local development environment as described by the customer, thus requiring FTP access to the site to diagnose and fix the issue.
- If the reported issue is after the free 30 day support period.
- If support is provided, and it is determined that the issue is caused by a change made in a forked or locally maintained version of ExpressionEngine.
Customers will be notified if a support issue requires an additional fee before work is done to diagnose and/or fix the issue.
Plainly said, BoldMinded, LLC reserves the right to ask for compensation for time spent diagnosing what is clear or suspected conficts with other 3rd party add-ons. If after diagnosis it is determined that it is not a conflict with an add-on but an issue with BoldMinded add-ons, then no extra fees will be required of the customer. In many cases bugs reported after the free 30 day support period will still be addressed, free of charge, if BoldMinded can replicate the issue in local development environments.
Clean ExpressionEngine Debugging Environments
At any time BoldMinded may ask the customer to re-create the reported issue in a new/clean ExpressionEngine environment involving any issue with BoldMinded add-ons. Support may be withheld until this new/clean environment is created, and FTP and CP access is provided to BoldMinded, with clear directions on how to re-create the issue. This environment should contain only the entries, categories, templates and add-ons to recreate the issue. While this may take some extra time for the customer to setup, it helps expedite the support issue. Many times when this process is done it is determined that it may not be an add-on issue at all, BoldMinded or otherwise, but instead an implementation issue by the customer or server environment issue.
An ExpressionEngine add-on is distributed software. It is vulnerable to a very wide variety of server configurations, and potential conflicts with other add-ons within the ExpressionEngine environment. For this reason, BoldMinded can not guarantee conflict resolution as part the free support period. BoldMinded does its best to test its add-ons with other popular third-party add-ons, however, it is impossible to test with all of them, especially given the wide scope in which many of them can be implemented and modified in ExpressionEngine. In the event a conflict is suspected, the customer will be asked to setup a clean ExpressionEngine environment (see above) to replicate the issue with only the BoldMinded add-on, and the suspected conflict add-on installed. If the issue can not be replicated in this environment, BoldMinded reserves the right to not provide support, or may charge the $100 support fee to investigate the issue. The following support issues are examples of such scenarios:
FTP and Control Panel Access
Customers agree that FTP and Control Panel access will not be provided for production (live) websites. BoldMinded will not debug any support issue in a production environment. All credentials provided by the customer will be for development or clean debugging environments only.
ExpressionEngine and Add-on Versions
BoldMinded add-ons are only supported on ExpressionEngine versions no more than 1 behind the latest stable release. For example, if ExpressionEngine 5.1 is the latest version, then all BoldMinded add-ons are only supported on 5.0 and 5.1. If a customer submits an issue using ExpressionEngine 4.x, BoldMinded will not address the issue until ExpressionEngine is upgraded to at least 5.1.
Old versions of BoldMinded add-ons will not be supported under any circumstances. In order to receive support, the customer must be using the latest stable version of the add-on in which they are seeking support for. BoldMinded will not patch old versions of add-ons for customers.