Support and Refunds Policies and Procedures
Expert knowledge and extraordinary customer service is our number one goal. We provide voice, online chat, web and email support via our toll free number and our automated support systems. When you need support for our products and services, please contact us by the methods described below in order for us to provide you the best possible service. Our goal is not the quickest answer, but the best answer, so please be patient as we provide each and every one of our customers with the most attention possible!
Policies:
30 Days Free Installation Support
All Copernicus modules come with 30 days of free installation support via our web based helpdesk or email. All other support requests, including licensing support, configuration and troubleshooting require a paid support plan. Free installation and paid support is available Monday through Friday 9AM to 5PM Pacific, exluding government holidays.
Latest Module Version Support Only
Due to the dynamic nature of our products, we release updates and bug fixes on a regular basis. If you think you've found a bug or are experiencing a functional issue with our software, most likely we've already discovered and fixed it! As a result we ONLY accept support requests for the LATEST version of our software. You MUST update to the latest version prior to requesting support.
License Key Resets
NOTE: License keys are issued per-store, you cannot use the same license key in more than one store. In the event you require a license key reset either for a development store installation or for any other "lost key" issue, we charge a $50 one time fee for any license reset. Licenses may not be resold or registered outside of the original store of installation, though may be transferred to a new store owner in the event of the sale of your online store. Development license resets are only permitted for stores ending in the same domain name (eg, dev.yourdomain.com).
Product Support vs. Consulting
Please understand that many of our modules are extremely complex, allowing for many different configurigations and even uses that we did not imagine. Therefore our product support is limited to assisting you in understanding what may be accomplished and how, not actually performing configuration services. In general, product support will be limited to installation, minor database repairs and "how do I" questions.
Excluding simple database repairs or minor settings changes, the general litmus test for support versus consulting will be whether or not we need to log into your store to review or change configurations in order to assist you in solving your problem. If so, your issue must be handled on a consulting basis. Additionally, any request that involves multiple modules (whether owned by eMediaSales or any other vendor) will require consulting services.
Legacy Product Support
IMPORTANT NOTE REGARDING MIVA MERCHANT 4 AND DISCONTINUED PRODUCTS: Miva announced the end of life of Miva Merchant 4 to be December 31, 2010. We no longer provide support for discontinued products such as Miva Merchant 4 modules and OpenDB / OpenXB. Any issue related to Miva Merchant 4 modules or OpenXB/OpenDB require consulting services, minimum 1 hour at $95/hr. For consulting services for your MM4 store, please contact sales@emediasales.com.
Preferred Contact Method:
- Copernicus Miva Merchant Module and licensing support: Installation support is provided exclusively through our knowledge base, online helpdesk and email. We DO NOT offer FREE telephone support for modules. Our Miva Merchant experts are available Monday through Friday 9AM to 5PM Pacific time for consulting services. Licensing support is provided during normal support hours.
1. eMediaSales Online Helpdesk: Login to Create a Ticket
2. Licensing Support: Please send an email to licensing@emediasales.com. License Resets incur a $50 license reset fee.
- General Miva Merchant Consulting: Our Miva Merchant experts are available for general assistance Monday through Friday 9AM to 5PM Pacific time to provide you tips and assistance with your Miva Merchant store.
1. Contact a consultant at eMediaSales by email: sales@emediasales.com
2. Contact a consultant at eMediaSales by phone: 800-578-5003
Refund Policy
Module Refunds
Module licenses may be returned within 30 days of original purchase AT THE ONLINE STORE WHERE THEY WERE PURCHASED IF THE STORE OF PURCHASE PERMITS RETURNS. According to your software EULA, you must return or destroy all copies of the software if the license is returned.
Consulting and Paid Support Service Refunds
Services are performed "as-is". All consulting and paid support services (ie: service work), whether billed hourly or as fixed-price packages are NON-REFUNDABLE according to your written and executed design services agreement. In the event you do not have a signed service agreement or your agreement has expired, first surviving terms of that agreement will apply, and then this general policy.
*Note: Modules licenses are NOT transferable, a license is required for each unique store and domain installation, regardless of concurrent use. Module licenses may not be transfered, sold or otherwise re-used outside of the original store of installation. However, you are permitted to request a paid license reset for a development store installation.
