1TeamSoftware Support Policy

This Support Policy describes what support you can expect from us in regards to 1TeamSoftware Service.

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.

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.

What Our Support Service Covers

We only support Products that are sold on 1TeamSoftware.com

Our Support Service includes bug fixes, assistance with installation, configuration and use  of our products. 

Before asking for assistance customers are expected to read related documentation, FAQ, watch tutorial videos and put a reasonable effort into figuring out configuration and use of the Products on their own. 

If, after all this, you still need assistance, then please submit a ticket with the information about what Product  you are trying to configure, detailed description of the issue with relevant screenshots or screen recordings.

If you spot an error / bug in the code and you are using the latest versions of all code then please submit a ticket with the information about what Product  you are using, along with debug messages, screenshots or screen recording, so we will be able to reproduce and fix the issue without the need to ask you a lot of additional questions.

Bug Fixing

Once any defects / bugs in our Products are brought to our attention they will be treated as #1 priority and fixed as quickly as possible. In some cases, we will attempt to provide a temporary solution or a customization that customers can do on their side. After a reported bug has been fixed we will attempt to publish a product update right away or as a part of our scheduled product updates.

If you think that you have found a bug, then please report it to us by submitting a detailed description of the issue with relevant screenshots or screen recordings to our Contact Us form.

What Our Support Service Does Not Cover

Our Support Service does not cover Products supplied by Third Parties. We may require you to disable Third Party products that are installed alongside our Products before we will be able to assist you.

Customization

We provide our Products as is. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.

While we can help you to configure our products within their capabilities and fix defects affecting their functionality, we do not customize our Products or support any Third Party customizations of our Products for free. Customizations and feature development are an extra paid service which we will be happy to discuss with you on a case by case basis.

If you need a customization of any of our Products, please submit your request via our Contact Us form.

Product Support Channels

We provide Support Services through our Contact Us form only. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.

For every time you need to request support from you, you will need to submit a ticket using the Contact Us form. 

We may ask you to provide us additional details, such as debug logs, screenshots or ask to send us your login details, if we need them to assist you.

General Information

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.