Business Care is the after-sales service and updates attached to the purchase of a product. It is a technical service including assistance with the installation and configuration of the product.
My obligations
- Respond to Customers' questions and complaints within one (1) working day, excluding periods of temporary cessation of activity duly notified to Customers. Automatic responses sent by Sellers are not considered valid;
- Provide all necessary assistance to resolve any anomalies within a maximum period of thirty (30) working days following the Customer's request or, failing that, to reimburse the Customer the price of the product.
I may refuse to provide after-sales service only in the followin cases:
- Customer complaints or bug fixes do not relate directly and exclusively to the functionalities advertised on the module/theme product sheet;
- The Customer's request relates to an intervention on the Merchant Site or concerns Third Party Services;
- The version of the Merchant Site does not correspond to the compatible versions announced on the product sheet of the module/theme on the date of purchase;
- The Merchant Site includes additional developments contrary and incompatible with the installed product;
- The Customer has carried out specific developments, modifications to the source code or source files of the product or the Solution. In the event of a technical failure of the product, you may offer and/or communicate a free update or a paid functional update of the product.
Note: always make sure that the customer has an active business care:
"Valid business care" is displayed on the top of the conversation with your customer
FAQ:
What are the consequences if my product is taken offline?
In case of a temporary suspension, the product sheet of your module/theme will no longer be available on the marketplace. However, the Business Care subscription will still be active. Your customers can contact you for technical support or download the latest versions of the product.
If the product is part of a bundle, the bundle will also be taken offline.
What are the consequences if my product is permanently deactivated?
In case of a permanent deactivation, your products will no longer be sold on the marketplace. All current Business Care subscriptions will be considered cancelled and the tacit renewal will be automatically cancelled for your customers.