All mithra62 add-ons comes with free 30 day support period beginning after the initial purchase. If the reported issue is clearly an issue with mithra62 add-ons, we will attempt to fix the issue within a timely manner, free of charge to the customer.
mithra62 reserves the right to suspend support at any time and ask the customer for a small fee of $100 per support issue in the occurrence of any scenario noted below. Fees will be paid via the mithra62 online store.
Scenarios which 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 mithra62 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.
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, mithra62 reserves the right to ask for compensation for time spent diagnosing what is clear or suspected conflicts with other 3rd party add-ons or custom code or technology outside the control of mithra62. If after diagnosis it is determined that it is not a conflict that fits within the above scenarios, but an issue with mithra62 add-ons, then no extra fees will be required of the customer.
Clean ExpressionEngine Debugging Environments
At any time mithra62 may ask the customer to re-create the reported issue in a new/clean ExpressionEngine environment involving any issue with mithra62 add-ons. Support may be withheld until this new/clean environment is created, and FTP and CP access is provided to mithra62, 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, mithra62 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, mithra62 can not guarantee conflict resolution as part the free support period. mithra62 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 mithra62 add-on, and the suspected conflict add-on installed. If the issue can not be replicated in this environment, mithra62 reserves the right to not provide support, or may charge the $100 support fee to investigate the issue.
FTP and Control Panel Access
Customers agree that FTP and Control Panel access will not be provided for production (live) websites. mithra62 will not debug any support issue in a production environment without additional fees of $100 an hour due to the risks involved.
ExpressionEngine and Add-on Versions
mithra62 add-ons are only supported on ExpressionEngine versions no more than 2 minor point releases behind the latest stable release (2.XX). For example, if ExpressionEngine 2.9 is the latest version, then all mithra62 add-ons are only supported on 2.7, 2.8, and 2.9. If a customer submits an issue using ExpressionEngine 2.5, mithra62 will not address the issue until ExpressionEngine is upgraded to at least 2.7.
Old versions of mithra62 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. mithra62 will not patch old versions of add-ons for customers.
ExpressionEngine 3.0. While not much is known about 3.0 at the time of this writing it is assumed changes will need to be made to add-ons to support version 3.0. If these changes require significant re-coding, especially to support 2.x and 3.x branches of ExpressionEngine at the same time, mithra62 reserves the right to terminate support and all 2.x compatible versions of our add-ons and require users to upgrade to ExpressionEngine 3.0 to receive support.