Voucher Script

Support Policy

Areas of Coverage

1. Covered by Support

Denovo Voucher Script support will cover common software related issues such as:

Recent update-to-date product version
Feature questions
Basic setup questions
Software errors

2. Not Covered by Support

Our support coverage does not cover:

Older product versions
Assistance or Creation of any sort of modification done to the package which includes editing the PHP core source code, CSS, Images and HTML layout.
Server related issues
Browser or computer issues
Non Denovo Voucher Script software related issues
3rd party products or plug-ins

Methods of Support

Product Documentation

The manual should be your first stop for information. It is consistently updated by our support team and provides all the configuration and how-to steps you need in order to get your system up and running quickly.

Knowledge base

The Knowledge Base is a search able directory of common problems encountered by our customers. It is consistently updated by our support team and provides all the most frequently asked questions, general software errors, and specific technical details on various features of Denovo Voucher Script.

Community Forum

While this is not a resource for receiving direct support, our customers maintain a great sharing community for new ideas and common problem solving. We do monitor the forums to spot issues that are common but offer support only through the helpdesk. Stay up-to-date on the latest news, releases, and bug fixes.

Helpdesk Product Support

The priority help desk is available to all clients with up-to-date membership accounts. The help desk should be used when you are unable to find answers to your questions using the Free Resources. All tickets are first reviewed by our dedicated 1st level support team. Tickets that require further assistance will be escalated to 2nd and 3rd level support depending on the type of issues.

Phone Support

Not included

Unsupported Methods of Support

Direct email support, Phone support, live chat and IM.

Reasons for not providing support

Support requested is for an unsupported area or non-script related area.

Abuse of support representatives. We do not allow any abuse from clients to our support representatives in any way. If a situation occurs you will be given a reminder and then if the issue continues ticket options will be removed from your account.

Invalid license or account.

Procedure of Support

Listed below are methods taken by our Denovo Voucher Script Support Staff when an issue may arise and you need technical help to solve it.

Check if server meets all the requirements found here.
Do a check if any of the default files have been modified. If any of the files have been modified client must backup their site and upload the default Denovo Voucher Script files.
Do a check to make sure all the files/folders are in place and all permissions are set correctly to each of the folders.
Compare issues(s) with our live demo found here.
Turn on PHP "error reporting".

If the above steps do not help solve the case for the client the case is then sent to the developers to look over and fix.

Support Period

"Full License" owners get 6 months of support.
"Monthly License" owners get support under the span of their validity.
Client must have a valid license.
Client must run the latest up to date version.

Install / Upgrade Service Policy

We offer a service to install or upgrade your software package. This service includes only the install of our product and no other 3rd party software or plug-ins. This also does not include installing any of the software requirements on the server. It is the clients responsibility to have the proper server requirements and if they do not our support staff will contact them with what they are missing.

If an upgrade service is purchased our staff will only upgrade a clients site if it is fully functional and is using an older version of Denovo Voucher Script. Our technicians cannot upgrade a clients site if for example an attempt was already made by the clients side and it failed. Starting from an unknown point of the upgrade routine is unreliable and will only cause more instability in the future. For a proper professional upgrade we must work from A-Z to complete it. If such a case does come up the client will be asked to restore their site to its previous functional state and we can then perform the professional service.