REALTYNA SUPPORT POLICY & LICENSES
Posted by on 24 March 2017 08:25 AM
REALTYNA SUPPORT POLICY & LICENSES
One year of free Realtyna Support is included with the purchase of Realtyna Products and is provided according to this support coverage. Support includes complimentary installation assistance (one time), ongoing break/fix support for technical issues related to Realtyna Products and regular Product updates.
IMPORTANT NOTE: Please note that the reference point for finding bugs/issues are our demo websites (http://rpl8.realtyna.com & http://wpl28.realtyna.com). We don't consider 3rd party template issues, conflict with 3rd party products, web-hosting issues,or design preferences as software bugs.It is important to consult with your webmaster before reporting any bugs.
Realtyna provides complimentary installation assistance (if needed) for new purchases of Realtyna Products. Complimentary installation assistance is a one-time service for each purchased product. If a customer decides in the future to re-install the product on a new host or otherwise requires a fresh installation, any subsequent installation is not covered or included in the Realtyna support service. Webmaster Service packages are available to purchase for such contingencies
We would like to inform you that the installation work is the part of our commitment to our clients and it’s absolutely free of charge. We highly recommend using this service rather than trying to arrange the installation on your end. If you would like to take advantage of this service, simply share your account info (WordPress +FTP+cPanel and RETS accesses) with us, and we will move forward with the installation of the product(s) and template. The project will be completed within 2~3 working days.
It is important to note that the WEB HOSTING MINIMUM SYSTEM REQUIREMENTS must be met in order to provide this service for our customers. If a customer’s web hosting does not meet these minimum system requirements, it is the customer’s responsibility to change their web hosting.
In order to provide any technical support request on RPL / WPL Pro, including complimentary installation service or to troubleshoot reported problems, the required access rights should be granted to the Realtyna Inc. Technical Team. Such credentials include but are not limited to FTP access, Joomla/Wordpress administrative access, and in some cases database access. If the aforementioned credentials are not available, technical support cannot be provided. Realtyna will only use your access information to access customer’s systems where it is absolutely necessary to provide the requested support. In all cases where access to customer’s systems is required, Realtyna will make it clear exactly what access is needed, and why.
Realtyna has taken every precaution to ensure the security of our data storage systems so that customer access information is kept secure. There are, however, additional recommended precautions that customers should take before providing access credentials in order to maximize security.
PLEASE NOTE: Customers are strongly advised to make regular back-ups of all database and website related files. Realtyna cannot accept responsibility for any loss of data at any time.
ACCESS TO A SUPPORT DESK ADMINISTRATOR ACCOUNT
Realtyna will commonly require access to an administrator account on your Realtyna support desk. Follow the steps outlined in the RECOMMENDED PRECAUTIONS section of PROVIDING ACCESS TO YOUR SYSTEMS.
ACCESS TO AN FTP OR SSH ACCOUNT
In order to repair or trace problems, Realtyna support may require access to the files of your support desk installation. Follow the steps outlined in the RECOMMENDED PRECAUTIONS section of PROVIDING ACCESS TO YOUR SYSTEMS. Make sure that this account is a user-level account that has access to the directory in which the support desk is installed, unless a Realtyna technician specifically requests an unrestricted access account.
ROOT ACCESS TO YOUR SERVER
An account with root access has no permission restrictions, giving unrestricted access. It is rare that a Realtyna technician will ask for root access to your server. This will only occur when our ability to diagnose and resolve your issue absolutely requires it (such as generating or monitoring server logs, or making server configuration changes). When providing us with root/unrestricted access to your systems, it is imperative that you follow the steps outlined in the RECOMMENDED PRECAUTIONS section of PROVIDING ACCESS TO YOUR SYSTEMS.
ACCESS TO OTHER SYSTEMS
When diagnosing email problems, a Realtyna technician may require direct access to your database or to another one of your systems, such as POP3 or an IMAP e-mail account, in order to perform repairs.
Please advise Realtyna if access to your systems require IP address authentication (e.g. if you have a firewall) and Realtyna will provide you with the list of our office IP addresses to allow through. If this is not possible due to the network policy of your systems, please consult with Realtyna regarding available alternative options, such as shared and supervised remote control.
There are some points that need to be considered in case using MLS Integration:
Realtyna recommends that customers consult the RPL / WPL Pro knowledgebase and manuals provided prior to requesting support as they contain a wealth of information on the use of RPL / WPL Pro as well as answers to commonly asked questions.
Access to support is provided only through an advanced Help Desk system. All support requests, progress updates, and issue resolutions are kept in the ticketing system for manageability, historical documentation, and for ease of access to current status of support requests.
At this time, Realtyna is unable to provide telephone-based support or support through other channels because of security, technical, and management reasons. The telephone number or any live assistance made available on the Realtyna website is ONLY for general inquiries or to report emergency security issues.
Bugs and technical issues related to RPL / WPL Pro or its add-ons will be treated as urgent cases and will be fixed in the shortest possible time. Response time to tickets is no more than 48 hours. Resolution time to tickets may, in special cases, require more than 48 hours to solve the problem.
SUBMITTING A SUPPORT TICKET
Customers may submit a ticket for support here: http://support.realtyna.com. The following information should be provided when submitting a support ticket:
HELP DESK USAGE GUIDELINES
One year of free support is covered for Realtyna products. A number of questions regarding third-party issues are addressed in our knowledgebase and manuals. If a support question falls outside of the scope of Realtyna support, a technician may direct you to a knowledgebase article or a third-party resource for information required to address your inquiry.
There are a number of issues and scenarios for which Realtyna cannot be responsible to provide support. Issues such as web-hosting configuration or third-party customization are not typically related to the Realtyna product but may affect the performance of our products. These issues may be addressed through one of our optional paid Webmaster Service packages.
Below is a list of issues that fall OUTSIDE of the scope of Realtyna’s support coverage
Some conditions negate the ability of Realtyna to provide support. If these conditions occur within the one year of free support, no further support will be provided unless or until the condition is rectified by the customer. Support expires one year from date of purchase, regardless of the period of suspension.
MODIFICATION OF SOURCE CODE
Customers are welcome to modify source code realizing that Realtyna cannot track such changes and is not able to provide support to customized versions/downloaded source codes. If customizations are made, RPL / WPL Pro should no longer be updated as customizations will be lost when replaced by the updated version of RPL / WPL Pro. For these reasons, Realtyna recommends that customizations should be done by our team so we can add the feature to update the server and the customer can update our products.
NON-STANDARD WEB-WEB HOSTING
Realtyna cannot work with web hosting providers that disable features and cause problems for web based applications. Refer to the section titled WEB HOSTING MINIMUM SYSTEM REQUIREMENTS for more information.
If you have unpaid bill, support will be suspended until payment is received and processed.
It also applies even if Realtyna knew or should have known about the possibility of the damages. The above limitations or exclusions may not apply to you because your country may not allow the exclusion or limitation of incidental, consequential or other damages.
These license/service terms are an agreement between Realtyna LLC and you, the customer. They apply to the software named above, which includes the media on which you received it, if any. The terms also apply to any Realtyna updates, supplements, Internet-based services, and support services for this software, unless other terms accompany those items. If so, those terms apply. By purchasing/using the software, you accept these terms. If you do not accept them, please do not use the software.
Please check our refund policy document here: What is your refund policy?
Note: The contents of this document may change without prior notice.