A support agreement provides a year's technical support via our online ticket system.
Support covers the following:
- Help setting up and configuring Kartris
- Help with operating Kartris
- Investigation of bugs and (if necessary) fixes with Kartris code, including custom code delivered by Cactusoft
- Guidance and general advice on how to approach particular modifications or skin design changes
- Updating existing payment system plugins that are supported (for an up-to-date list of supported payment systems, see our web site). Note that this does not cover creating support for new payment systems released by a payment provider we already support, except where the only existing support will be discontinued.
Support does not cover the following:
- Custom modifications to implement new features or change the way particular features work not done by Cactusoft
- Debugging, fixing or completing code changes, additions or skin designs made by the customer or by third parties (for example, fixing bugs in a new function added by a third party developer)
- Fixing bugs in third party libraries or other code within Kartris, whether open-source or otherwise, including but not limited to the ASP.NET Ajax Toolkit, splitter bar, etc.
- Fixing bugs in the underlying Microsoft platform, including but not limited to Windows, MS SQL Server, IIS, ASP.NET.
- Fixing bugs in particular browsers or browser plugins (such as a browser crashing consistently on a particular page - which no browser should do regardless of content)
- Implementing new payment gateways and systems (including those from a vendor where we may already support another of their payment gateways or systems)
- Fixing bugs that cannot be reproduced; bug reports should include the precise version of Kartris being used (e.g. 2.0004), the steps required to reproduce the bug, the browser, major version of IIS (e.g. 6, 7, 7.5, 8, etc.), the app pool type (classic / integrated) and any customizations made - viewing a bug on a web site is not enough if we don't have admin access to debug and cannot reproduce the issue locally
The bug fix warranty applies to bugs other than those indicated above; the timescale (3 or 7 days) means working days, based on the UK working week (Mon-Fri), excluding public holidays, though we can typically deliver bug fixes sooner than this.
We can quote to perform any of the work above not covered under support if required.
Subsequent years' support renewals are at a significant discount if the renewal is completed before the expiry of the support agreement.