Support Policies
Quantum endeavors to provide high quality support for its software and/or services 
 

The Quantum technical support process is as follows:

  • Customer enters the support section of the Quantum web site
  • Customer searches the Support FAQ (Frequently Asked Questions) for the issue
  • If the issue is not resolved by the FAQ, the customer may submit a request for the appropriate support package.
  • Typically Quantum will respond to requests for support within 1 to 8 hours, Mon-Fri, excluding public holidays.
  • Requests are worked on until resolved and the length of time they may take is all dependent on the support issue.
  • If the issue appears to be a bug or application issue, and the functional source code of the application has not been modified, Quantum will fix the problem free of charge.
  • If the issue does not appear to be a bug, or the customer has made modifications to the functional source code, Quantum will require the purchase of a support plan before undertaking further support.
  • In certain cases it may be difficult to establish the exact source/nature of the issue.  In these cases, Quantum may require the purchase of a support plan, and if the issue is resolved as a bug, the customer will receive either a refund of the support plan price, or full credit for the issue under that plan.

Support Coverage

Quantum unfortunately cannot provide free support or advice regarding:
  • The use of, or integration with non-Quantum related software or products
  • The setup, configuration, maintenance, or operation of customer-based hardware and/or 3rd party software
  • The operating environment of the software
  • The setup or installation of pre-integrated payment gateway's or add-in modules
  • Obtaining and setting up internet merchant accounts or id's
  • The selection of payment providers
  • The alteration, customization or re-design of our software
  • The selection of non-Quantum hosting services and providers,

Quantum is more than happy to help with any request, if within our scope of service,
however it will require the purchase of a Support Plan.

Support Definitions

Regular Use
Regular use pertains to valid, legal use of the standard software as it was intended, whereby standard refers to a legitimate, licensed copy of the software, free of any alterations to any of the systems functional source code.

Bugs and errors
Bugs and errors refer to any faults, error messages or incorrect output occuring as a result of invoking standard software functions and operations. Bugs and errors do not refer to any missing features or functions of the software in relation to specific business requirements, but can be errors resulting from misuse of the standard software for purposes other than it was intended. Quantum will respond to all valid support queries within 24 hours of receiving an email accurately outlining the symptoms, Mon-Fri, CST between 9:30 a.m. - 4:30 p.m. - regrettably, a further delay may occur due to public holidays, or vague, non-accurate Support descriptions regarding the occurance off errors.

Functional Source Code
Functional Source Code describes all source code invoking, instanstiating or referring to any variable(s), object(s), function(s), method(s) or reference(s) within the software. Functional Source Code does not include HTML source, providing the HTML code does not invoke, instanstiate or refer to any variable(s), object(s), function(s), method(s) or references within the software.

Hardware
Whereas Hardware and/or 3rd Party Software refers to:

  • The setup, addition or use of physical parts, peripherals, accessories or components extending, making-up, including, or comprising of a customer's computer(s) (PC or MAC), server(s), network(s), modem(s) or printer(s).
  • The operation or use of ISP-based hardware (corresponding to the above-mentioned description)
3rd Party Software
3rd party software refers to the installation, configuration, setup and use of:
  • Both client-based or external: Operating systems, Mail servers, mail clients and applications
  • Client-based browser software
  • Internet setup and configuration
  • Security, anti-viral, and cryptographic applications
  • 3rd party components, including any additional .COM or .dll files not obtained from Quantum or other respective owners of such code,
  • Additional modules, snippets or pages of functional source code of any format,
  • Any software, applications, scripts or functional source code not developed by Quantum.
For further information, clarification or to express any views or concerns regarding our Support Policy, please don't hesitate to contact Quantum via the support section of our web site.