PieceX support

Request additional functionalities for products

Support via customization request

Seller support is applicable for products that specifically state so on their product page. Activities like technical support, source code upgrades regarding reported bugs, or any functionality described on the product page are included as seller support for a frame time of 6 months after the product purchase. If you wish to add or modify the source code in a way that is not included in the product page, you will need to request a customization. Customizations are priced according to the seller’s judgment in terms of complexity and are related to the requirements described by the buyer.

The process for customizations starts when you make a request for customization. To make a request for customizations, please visit your purchase history page and add the specific requirements. Describe in detail the new feature/function or process of the source code you want.

After you submit the request for customization, the seller will send you a quote with the specific contents of the customization and the price. When you receive the quote, you will need to add it to your cart and proceed with the checkout.

After payment (please notice that the amount will have a “pending” status until the customization is completed), the seller will start the development of your customization after your payment has been authorized.

The seller will have a maximum of 20 days to deliver your customization. When the seller uploads your customization, you will receive an email notification and you will be able to download it.

You will have 3 days after the seller delivers to approve or request a review (report) of the customization.

If you don’t approve or request a review for the customization will be marked as ”completed” and your approved payment will be finalized.

Learn more about customizations

Extended support as an additional feature

Extended support plan

In addition to the standard support, some PieceX products might also offer “Extended support”. This support is charged as an additional fee and includes support activities and features that are not included within the standard support.

The extended support is offered as a monthly recurring payment (subscription) and it includes all the support features as described at the extended support acquisition.

The support period is also extended as long as the extended support monthly subscription is active.

Each extended support plan will indicate the activities included. The support will be provided according to the business hours indicated by the seller. The business hours are the hours during the day in which you will be available to provide support. The response time of the support depends on the type of inquiry or severity of the issue/inquiry and is indicated in terms of business hours defined by the seller.

There are 2 types of severities:

• High Severity: A high severity means that the source code or a critical functionality of the source code is inoperable. This usually indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution.
• Low Severity: An inquiry or non-technical request. The product, service or functionality is usable and the issue does not represent a significant impact on operations.

For example, if the product states that the response time for a high severity is 12 hours. It means that the seller will reply and provide assistance to a high critical problem within 12 hours business hours of the initial notification of the issue.

The support indicates the business hours that the seller operates and the timezone of the seller. Each extended support plan including support will also state the communication channels that the seller has available for support. The communication channels state how the extended support provider will provide support. The support activities are also detailed under “Support features”. Please notice that some extended support plans may or may not include a number of engineering hours. These are the engineering hours included in each plan.

OSS plans including support as an additional feature

Support for OSS plans

OSS including support as an additional feature will indicate it in the plan details section “Included features” under “Advanced/dedicated support”.

For the open-source plan under the “one-time payment” basis, the open-source provider will need to provide support for the open-source plan for at least 3 more months according to the plan’s specifications. In the case of the open-source plan subscription on a monthly basis, the open-source provider will need to provide support for the rest of the current paid month.

OSS plans providing support

If the open-source plan explicitly indicates that it includes support services, the support will be delivered by the open-source plan provider according to the terms applicable to the purchased plan. Each support plan will indicate the activities included. The support will be provided according to the business hours indicated by the OSS provider. The business hours are the hours during the day in which you will be available to provide support. The response time of the support depends on the type of inquiry or severity of the issue/inquiry and is indicated in terms of business hours defined by the seller.

There are 2 types of severities:

• High Severity: A high severity means that the source code or a critical functionality of the source code is inoperable. This usually indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution.
• Low Severity: An inquiry or non-technical request.The product, service or functionality is usable and the issue does not represent a significant impact on operations.

For example, if the product states that the response time for a high severity is 12 hours. It means that the seller will reply and provide assistance to a high critical problem within 12 hours business hours of the initial notification of the issue.

The support indicates the business hours that the seller operates and the timezone of the seller. Each OSS plan including support will also state the communication channels that the OSS provider has available for support. The communication channels state how the OSS provider will provide support. The support activities are also detailed under “Support features”. Please notice that some OSS plans may or may not include a number of engineering hours. These are the engineering hours included in each plan.

Support regarding contents or functionalities of PieceX

Standard PieceX team support

PieceX provides support to the users for general inquiries, such as arbitration of disputes, enterprise sale coordination, B2B introductions, guidance, feedback, and troubleshooting for the website PieceX.com.

Our support team will assist you whenever you have a question or problem. If you wish to contact us please use our contact form, send us an email, or click on the chat option to contact us on live chat. Please notice that our response time is 1-2 business days.

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