Support Policy

ShaunSocial provides Support Service for customers with current Support Service Contracts. To ensure you are setup for success, Support Service is automatically included with license purchase of our products for 6 – 12 months. Additional month to month Product Support can be purchased as needed after the initial period expires.

Scope of ShaunSocial Support Service is shown below. Please allow up to 1-2 business days for us to respond to your Support Request. If you are not sure your issues is covered by ShaunSocial Support Service, send us a Support Request anyways as we will be glad to help!

Issues Supported:Issues Requiring Special Terms:
Problems or defects in the software*Feature enhancements or changes to the product design
Installation, license activation, and download assistanceIntegration with external software from third party vendors
Basic configuration and “how-to” questionsCustom development or integrations
Access to major and minor releases (Code changes limited for Software Update Subscription)Assistance with product’s source code modification

*A defect is defined as a verifiable and reproducible software problem or user documentation error that causes a failure of ShaunSocial’s unmodified software product(s) to operate substantially in accordance with applicable end user documentation

Issues Requiring Special Terms not supported under Support Service Contract can be done using our Development Service. Please inquire about it by submitting a Support Request. There are other Support Resources available for Customers with licensed products. Even without current Support Service Contracts, customers will likely to find answers to their issues in:

+ Community site

+ Knowledge Base