The customer purchased the software product in March of We have a fully refund policy of 30-days, and our lifetime support policy for the software does not have a guaranteed response time for support requests We do not charge customers for upgrades or ongoing support (both fairly
uncommon in software where maintenance fees or upgrade purchases are required).http://www.opengatesw.net/order/30-day-guarantee.htm We have apologized to Mr*** for the delayed reply, however we do not have any stated SLAs or response times that would mean we have broken a promise or failed to deliver At this time we have provided support to the customer to help them continue using the software.We believe the issue is resolved, and we have not acted in a way that warrants a negative impact to our Revdex.com rating as this is the first complaint after years, and the nature of the complaint does not demonstrate a violation of our stated policies or customer expectations for software support
The customer purchased the software product in March of We have a fully refund policy of 30-days, and our lifetime support policy for the software does not have a guaranteed response time for support requests We do not charge customers for upgrades or ongoing support (both fairly
uncommon in software where maintenance fees or upgrade purchases are required).http://www.opengatesw.net/order/30-day-guarantee.htm We have apologized to Mr*** for the delayed reply, however we do not have any stated SLAs or response times that would mean we have broken a promise or failed to deliver At this time we have provided support to the customer to help them continue using the software.We believe the issue is resolved, and we have not acted in a way that warrants a negative impact to our Revdex.com rating as this is the first complaint after years, and the nature of the complaint does not demonstrate a violation of our stated policies or customer expectations for software support