Realtyna's support coverage for its products extends to the following cases at the time of validity of the support and update package:

1. Although a lot of information is available through the manuals, documents, and knowledge-based articles, Realtyna provides a Complimentary Installation Service (if needed) for new purchases of RPL, WPL and add-ons. However, please note that the hosting requirements must be met in order to provide this service to our clients. If the client’s hosting is not compatible with RPL or WPL, it is the client who must change their hosting. Please read the following articles to learn more about hosting requirements:

Realtyna Support Policy & Licenses

Web-hosting Requirements for WPL

Web-hosting Requirements for RPL

Recommended Hosting Providers

2. The Complimentary Installation is a one-time offer for each purchased product. If a client decides to re-install the product on a new host or requires a fresh installation, the second installation is not covered within the Complimentary Realtyna Support service. Such cases can be covered by our web-mastering service as a paid option.

3. Bugs and technical issues related to RPL or its add-ons will be treated as urgent cases and will be fixed in the shortest possible time.

Important Note: Our reference for bugs is our demo website or a fresh installation of RPL + Standard Hosting + Default Joomla Template or Demo Template http://demo.realtyna.com. We do not consider third party template issues, design preferences, and hosting issues as our software bugs. It is important to consult with your webmaster before reporting a bug to make sure it is not from your hosting service or a conflict with third party templates. 

4. Realtyna also provides regular updates.

Communication: 

1. Our support is offered through an advanced Help Desk system; you can always open a technical ticket here: http://support.realtyna.com 

2. In order to open a technical ticket, the client should provide: 

 a. Their license number

 b. The exact url of the issue (or a screen shot)

 c. Detailed information of the issue including the type and version of browser on which the issue occurred.

 d. If necessary, access credentials (Joomla, Cpanel, FTP). Please read this carefully before sending access to us: Providing access to our technical team.

 e. Please use this service for sharing files with our team members. 

3. We are NOT able to provide the following support methods (because of security/technical/management reasons): Telephone, chat (Skype, IM, Online chat), direct email, or by fax. The telephone number/chat system which is available on the website, can ONLY be used for general inquiries or to report emergency security issues.

4. Our response time to tickets is no more than 48 hours. In some special cases we may need more time to solve the problem.  If this is the case we will advise the client before the first 48 hours. Please note that MLS Integration and Customization projects have their own ETA.

5. Please note the following usage guidelines for our Help Desk program:

 a: Occassionally, we have received reports from our clients that our e-mails were caught by their SPAM filter. If you are waiting for an e-mail from us and haven't received it, please
     check your spam folder. If you can see any e-mail from us, please mark it as NOT SPAM and add *****@realtyna.com to your address book.

 b: Please do not send attachments larger than 5MB by replying to our help desk. We cannot process these type of attachments and you will not receive any returned e-mail notification as well. 

 c: If you would like to confirm your communications with us, please login here http://support.realtyna.com

Realtyna Product Support Coverage does NOT include the following cases:

1. Issues related to non-conformity of the client's webhosting.

2. Issues related to Joomla, Joomla settings, and third party components, templates, and modules. This can be handled through our web-mastering paid service.

3. CSS works and matching an existing Joomla template with RPL and vice versa. This can be handled through our Web-Mastering paid service.

4. Options which do not already exist in RPL and it's add-ons are AS-IS products and before any purchase clients can check the available features.  If a client would like us to add a feature, this can be done via paid customization or suggest a feature. The customized paid features will be added to the system via schedule. For the suggested features, Realtyna has the option to accept or reject the request. We will not provide any time line for that; it is out of our support coverage.

5. Questions/support about customizations which are made by the clients or their developers.

6. Any kind of customized (by the client) version of the RPL or it's add-ons.

7. Transferring one RPL-based website from server to server and directory to directory and the issues caused by such transfer. These cases can be taken care of via the paid webmastering service. Our support coverage is only applicable to the first installation of RPL.

8. Outdated versions of RPL. One of the reasons we release updates are for bug resolutions. If you do not update your RPL, we cannot provide support to the older versions. 

9. Questions which are answered in our knowledgebase and manuals. Unfortunately, some clients do not have enough time to go through the RPL manual or Joomla instructions and they expect us to help them to configure their website. This is not possible as we have limited resources as well. This kind of configuration can be done via our paid webmastering service. 

10. Conflicts or problems that are caused by third party components/modules/plugins or third party templates. 

11. Add more languages to Joomla, support in language other than English, or websites with an admin panel other than English.

Your support package will be VOID if:

1. You change the source code. When you are asking for the source code, it means you need to change something and you are welcome to do this. But, if you customize our codes, we cannot track what you are changing and your modification can create issues on our code. We are not able to provide any kind of support to customized versions/downloaded source codes.

2. You install our products on a non-standard web-host (you can check hosting requirements above). We cannot struggle with poor webhosting providers which ban many features and cause problems for web based applications. There are plenty of reasonably priced hosting providers, so please make sure you select the right one for your needs. 

3. Other third party plugins/themes/customizations destroyed functionality of your website and/or WPL. It can be a customization on your website child theme by third party developers or installation of a third party plugin, etc.

4. You have an unpaid bill with our company.

Limited Liability of this Support Coverage: 

THE LIABILITY OF THE COMPANY(REALTYNA) IN ALL CASES ARE LIMITED TO THE RELATED INVOICE WHICH IS PAID BY THE CLIENT. 

NOTE :

In the case that our support team realizes that the reported issue is not caused by a Realtyna product, they will immediately inform the client. If the client insists that the reported issue is related to Realtyna, our support team will look further into the problem.  In this case:

a. If the problem is caused by a Realtyna product, the issue will be solved through our free support coverage.

b. If the problem is not related to Realtyna and our team finds the problem, the client will be billed for the time that the Realtyna team has spent finding the problem (based on Webmastering Service rates). Although the Realtyna team will try their best to solve the issue, please note that we cannot guarantee fixing problems that are not related to our products. In any case, the bill should be paid by the client. Otherwise the support coverage will be void and all future support requests will not be treated until the bill is paid.

Notice: The contents of this document may be changed without prior notice.