Definition of terms:

Client is herein referred to as The Customer

IToris Company with whom The Customer has awarded the contract to is herein referred to as IToris.

Support help that is provided by IToris is herein referred to as Support service.

Extensions (components, modules, plugins) developed by IToris for Joomla CMS are herein referred to as Joomla extensions. Extensions developed by IToris for Magento are herein referred to as Magento extensions.

Design templates (themes) created by IToris for Joomla CMS are herein referred to as Joomla templates. Design templates created by IToris for Magento are herein referred to as Magento templates.

In these Terms, administration support means a problem issue dealing with the absence of ability to install and configure an extension or template on the website. Configuration support means a request dealing with the usage of extensions' features.

Maintenance means a request for an additional functionality that is not initially included in an extension's features.

In these Terms, support case means a problem that corresponds to the conditions under which the support service is provided by IToris.

Description:

1. Support service is the paid service provided for the Customers who have IToris Joomla extension(s), Joomla templates, Magento extensions and/or Magento templates. These terms and conditions describe the terms upon which you may use the service.
2. By purchasing IToris support service, the customer affirms that they have read and accepted all of the following terms and conditions.
3. The terms and conditional may be updated by IToris without previous notice.

General Conditions:

1. Support service is obtained via the purchasing of support. The Customer chooses a period, during which the service will be provided.
2. Support service covers all extensions that are provided by IToris. Any additional extension purchased through IToris will be automatically added to the IToris Support service, schedule of the support membership adjusted accordingly.
3. The support is provided via the online Help Desk. After the purchase of a support membership the Customer receives the email with login details to the Help Desk.
4. The period of IToris support service starts from the moment of the Customer's purchasing the support service. The account is activated by logging in the Help Desk.
5. Support will be provided during the period of the support service selected by the customer. As soon as the period is over, the Customer's account to the Help Desk will be terminated.
6. The Customer can prolong the usage of the Help Desk by purchasing the following support service.
7. The Customer will receive the replies to the support questions within 24 hours Monday to Friday except public holidays. Otherwise the support help will be provided in following working day.

Joomla Extensions and Templates. Support includes:

1. Solution of issues that prevent an extension from working correctly as it has been guaranteed by IToris, including:
   • Administration support - problems with installation and correct work of an extension due to the peculiar settings of the Customer's website and server, when these settings meet the system requirements of an extension. The cases when the system requirements required for the correct work of an extension have not been initially observed by the Customer are not included into support cases.
   • Problems with the correct work of an extension in a Web browser, that is included into the list of Web browsers and their versions, under which the correct work of an extension is guaranteed by IToris. The cases when a browser and/or browser version that causes the problems is not included into the list of supported browsers for an extension are not included into support cases.
   • Configuration support - requests dealing with the general usage of the products' interface. Explanations of interface logic and special features available. Consultations dealing with the best practices of functionality creation and solutions' implementation within the available features included into the interface of the extensions.
2. General help with an extension's work provided via the extension's interface, excluding the additional scripts added via the embedded Editors of the development languages.
3. Maintenance issues that require less or equal to 20 minutes of additional development per day. Cases with several requests are prolonged to the corresponding number of days assuming that no more that 20 minutes of development time is provided per day.

Magento Extensions and Templates. Support includes:

1. Solution of issues that prevent an extension from working correctly as it has been guaranteed by IToris, including:
   • Configuration support - requests dealing with the general usage of the products' interface. Explanations of interface logic and special features available. Consultations dealing with the best practices of functionality creation and solutions' implementation within the available features included into the interface of the extensions.
   • Problems with the correct work of an extension in a web browser that is included into the list of supported web browsers and their versions, under which the correct work of an extension is guaranteed by IToris. The cases when a browser and/or browser version that causes the problems is not included into the list of supported browsers for an extension are not included into support cases.
   • Requests dealing with the bugs found in the extensions. All bugs found will be analyzed and depending on how critical the bugs are and the time required for their resolving either the customer will be provided with a personal patch or the solution will be included into the following release of the extension or template.
2. General help with an extension's work provided via the extension's interface, excluding the additional scripts added via the embedded Editors of the development languages.

Maintenance issues that require less or equal to 20 minutes of additional development.

Support does not include:

1. The cases when the system requirements required for the correct work of an extension have not been initially observed by the Customer, which has lead to the incorrect work of an extension
2. The cases when a browser and/or browser version that causes the problems with the correct display and/or work of an extension is not included into the list of supported browsers for the extension.
3. The cases when maintenance requested by the Customer requires more that 20 minutes of additional development. These cases should be treated as customization and paid separately. Whether a maintenance request meets the support case or not is decided by the Support Department employee who executes the support of the case.
4. For Joomla extensions and templates - the cases when the issue that prevents an extension from working correctly appears due to the conflict of the extension with another 3rd-part Joomla extension/ templates or Magento extensions/templates. IToris guarantees the full compliance of its extensions with Joomla core or Magento core and well as full compliance of IToris's extensions between each other only. The full compliance with other 3-rd part extensions is not guaranteed and any conflicts and absence of work between the extensions are not considered to be support cases.
5. For Magento extensions and templates - the cases when administration support is required. Administration support including installation problems is provided as a separate service/request only.
6. Analysis and fixing of custom PHP and JavaScript code written by the customer or taken from an external source. This service is considered custom development and goes as the separate service.