Support Policy

General Policy

Item support is a service provided by XDEYE. There are two tips for support, Paid and Free. This page will help you understand the difference between both items.

Support for your purchased services means that the XDEYE team will be available to iron out any potential issues you have in using the services. Managing client support requests can become quite a task for XDEYE as we have many clients.

To maintain a sustainable support service, we’ve set out what is and isn’t included in supported services from XDEYE. This helps us spend more time doing what we do best — creating great new technologies and keeping our existing items up to date.

We always encourage our clients to read the worksheet very carefully and the item documentation, if available. Many support queries and technical questions will already be answered in supporting documentation, such as the Copyright and Hosting Benefits FAQs pages.

If you can’t find the answer you’re looking for, then it is time to submit a support ticket.

Answering questions about how to use the items & Services

During the item support period, XDEYE will be available to answer your general questions about the Items & Services on how to use them. For example, how do I change my user ID or add a page to my website? The response to this question can come in various formats, including directing you to an already documented answer on FAQs or a support video.

Please Note: All Technical support requests must be submitted through the XDEYE support ticketing system by logging into your account > Support. We will not be answering questions by phone, emails or text messaging.

Answering technical questions about the items & services (and including third-party assets)

During the item support period, the XDEYE Tech Support team will be available to:

• Answer your specific questions about the features and functionality of the items & Services.
• Guide how the items & services are designed if required.
• Help you with issues related to using the items & services and getting the most value out of their functionality.
• Answer questions about third-party assets or functionality (e.g., plugins) bundled with the items & services, such as how they work and other technical questions.

Help with defects in the item or included third-party assets.

During the items & services support period, you can report and discuss bugs and minor item defects with the author, and authors are expected to assist you with reported bugs. Authors may issue bug fixes directly to you if appropriate as part of item support. (If XDEYE decides to address a bug fix through a general version update, that update will be available to all clients.)

A supported item may include third-party functionality or items from other providers, such as plugins, image sliders or contact forms. During the item support period, XDEYE will be available to assist with questions about third-party assets, either help you address issues with the third-party acquisition or direct you to where you can find the solution.

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities.

If a supported item includes a third-party asset (e.g., a plugin) or is intended to work with third-party software or platforms (e.g., a CMS), authors are expected to ensure the item remains compatible if the software or platform version is updated. This includes if the third-party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an entity backed by the author and enables our authors to maintain their items in these ways.

What’s not included in item support

Item customization

Item support does not include services to modify or extend the item beyond the original features delivered after any project’s completion. For customization services that will help you tailor the item to your specific requirements, you will need paid customization services requested directly from your account.

Updates to ensure the item works as described and is protected against major security concerns

All items on XDEYE are protected from major security issues. Our impact on the clients assesses security issues. Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.

If something is wrong with the item and you are expecting an update, depending on the type of update, it can take several days/weeks to fix, test, review, and release properly.

What is included in the Paid services?
It depends on the services you have been assigned; XDEYE provides a worksheet with every purchased service; this document is signed by both parties and includes all the features and options you have. It is crucial to read it very carefully before signing it.

Hosting Policy

The housing policy can be found at https://xdeye.com/xdeye-benefits/.

Copyright

The copyright policy can be found at https://xdeye.com/copyright-agreement/.

Privacy Policy:

The company privacy policy can be found at https://xdeye.com/privacy-policy/.

Support Tickets Timeframe

XDEYE has five types of support priorities.

• Low Priority: Response within five business days.
• Medium Priority: Response within three business days.
• High Priority: Response within one business day.
• Urgent Priority: Response within three hours.
• At-Risk Priority: Please text immediately at (647) 474-2427.

Please note any ticket will remain open for 24 hours. If we do not receive a response within this timeframe, the ticket will be automatically resolved.

The priority level assigned to a support ticket would depend on factors such as the severity of the issue, the impact it has on the customer, and the urgency of the resolution required. The higher the priority level, the faster the response time and solution are needed to address the issue.

At-risk support is available for everyone at risk, even gusts; no need to submit any services request; XDEYE will send an invoice after addressing the issue. Please make sure to include all the access in the text message:

For guests, please use the below link to submit a public At-Rest ticket.
https://clients.xdeye.com/forms/ticket?styled=1&with_logo=1

• Website login URL:
• Website Username:
• Website Password:
• ————————–
• Hosting Login URL
• Hosting Username
• Hosting Password

CDN URL and credentials, if any, used. (Egg, Cloudflare, Bunny CDN, AWS etc.).

Please temporarily remove any 2-factor authentication if any were set up on the website or hosting.

Please note: XDEYE will ignore any ticket not considered an At-Risk support ticket.