This Service Level Agreement (SLA) describes the minimum guaranteed service levels that Steelray Software, LLC (hereafter referred to as “Steelray Software”) provides to our customers.
During the service period, technical support and product updates are provided at no extra charge.
The service period begins when the license key is sent via email to the customer or reseller.
Each license key contains the service period end date (in an encrypted format) and is considered the system of record in determining the service period end date.
The service period end date is typically specified on the order form and invoice.
Customers can extend or renew their service period by renewing their license subscription.
Steelray Software strives to quickly and effectively resolve issues that may arise in connection with installing, configuring, and using our products, as well as other kinds of issues and questions, namely in connection with orders, invoices, licenses, refunds, etc.
Steelray Software does not provide support or assistance in technical matters relating to the customer’s IT environment, including network issues, operating system issues, hardware issues, database issues, access and permission issues.
Steelray Software strives to answer questions within a single business day. Due to potential complexity of these issues, Steelray Software guarantees to provide email support to customer in the following categories within the maximum of two (2) business days:
Steelray Software guarantees that its software which may be downloaded from the Steelray Software website is free of viruses and contains no spyware, adware, or similar malicious software. Otherwise, Steelray Software products are provided "AS IS" without warranty of any kind.
Steelray Software provides an unconditional money back guarantee for 30 days from the date of purchase.
It is our goal to fix defects in our software fixed within one day to four weeks from the moment they are reported or found. Critical defects which affect functionality or stability of the product will be prioritized higher than aesthetic and other issues that do not affect functionality or stability.
During the service period, updates to the software may be downloaded at no additional charge from the Steelray Software website.
Steelray Software shall not be liable for any failures or delays in services mentioned to the extent said failures or delays are caused by events or forces beyond Steelray Software’s reasonable control.
Steelray Software shall not be liable for any failures or delays in services to the extent said failures or delays are caused due to third-party companies (i.e. web hosting companies, DNS services, internet service providers, mail services, reseller and affiliate services, order processors etc.).
In order to provide better services to our clients and customers, the Steelray Software support team offers support via phone, the Steelray website, and email.
Customer support requests may be submitted via Steelray’s website 24 hours a day, 7 days a week.
Phone support is available Monday through Friday, 9AM through 5PM (EST/EDT), US Holidays excluded.
Support requests may be submitted by sending an email to firstname.lastname@example.org 24 hours a day, 7 days a week.
Steelray Software shall have the right, at its sole discretion, to modify, add or remove any terms or conditions of this SLA without notice or liability to its customers. Any changes to this SLA shall be effective immediately following the posting of such changes on Steelray Software website, with one exception: the support hours in place at the time the service period begins will remain in effect throughout the duration of the service period.
For example, phone support is available Monday through Friday, 9AM through 5PM (EST/EDT), US Holidays excluded. If Steelray Software changes those hours during a customer’s one year service period, the original phone support hours will remain unchanged until the end of the purchased one year service period. The new support hours will go into effect when and if an additional service period is purchased.
The date of this version of the SLA is indicated near the top of this document. Steelray Software asserts that this SLA will not be changed arbitrarily without reasonable cause.