CryptoExchanger
Buy the script

Document11 sections

CryptoExchanger Technical Support

Sections11
  1. 1. SUBJECT OF THE AGREEMENT
  2. 2. SCOPE OF SERVICES
  3. 3. PROCEDURE FOR PROVIDING SUPPORT
  4. 4. PRIORITY LEVELS AND RESPONSE TIMES (SLA)
  5. 5. RIGHTS AND OBLIGATIONS OF THE PARTIES
  6. 6. COST AND PAYMENT
  7. 7. LIMITATION OF LIABILITY
  8. 8. CONFIDENTIALITY
  9. 9. TERM AND TERMINATION
  10. 10. GOVERNING LAW AND DISPUTES
  11. 11. CONTACT DETAILS

for the cryptoexchanger.by software

CryptoExchanger technical support offers fast, competent help with any question that comes up while using the platform. We assist with installation, configuration, updates and error analysis, so that the exchanger keeps running reliably.

This Technical Support Services Agreement (hereinafter the "Agreement") is entered into between WEB SOLUTIONS LLC «ՎԵԲ ՍՈԼՅՈՒՇՆՍ», registered address: Republic of Armenia, Yerevan, Arabkir, Adonts St. 14/1, 11/1 (hereinafter the "Provider"), and the User of the software purchased on the website http://cryptoexchanger.by/ (hereinafter the "Customer").

By paying for support services or by using support under a plan, the Customer accepts the terms of this Agreement.

1. SUBJECT OF THE AGREEMENT

1.1. The Provider supplies the Customer with technical support services for the software (crypto exchanger scripts) purchased on the Website.

1.2. The scope of services, response times, communication channels and the cost of support are determined by the selected plan and by the description on the Website, and form an integral part of this Agreement.

2. SCOPE OF SERVICES

The following services may be provided as part of technical support:

2.1. Consulting on installation and basic configuration of the Software.

2.2. Correction of errors (bug fixes) in the functionality of the Software.

2.3. Assistance with updating the Software.

2.4. Consulting on the use of the standard functionality.

2.5. Analysis of errors based on logs and error messages.

Not included in technical support (unless paid for separately):

2.6. Custom modifications and development of new functionality.

2.7. Integration of third-party payment systems and APIs.

2.8. Administration of the Customer's servers, hosting, DevOps.

2.9. Configuration of AML/KYC providers and legal support.

2.10. Support for code modified by the Customer (where the modifications have affected the operability of the Software).

3. PROCEDURE FOR PROVIDING SUPPORT

3.1. Support is provided through the channels listed on the Website (ticket system, e-mail, messengers).

3.2. The Customer shall provide an accurate description of the problem, access to a test environment (where required), logs and screenshots.

3.3. The response time and the estimated time to resolve the problem depend on the support plan.

4. PRIORITY LEVELS AND RESPONSE TIMES (SLA)

PriorityProblem descriptionFirst response time
Critical (P1)The Software is entirely inoperablewithin 24 hours
High (P2)Key functionality is not workingwithin 48 hours
Medium (P3)Partial error, a workaround is availablewithin 72 hours
Low (P4)Questions about usagewithin 5 business days

Resolution times depend on the complexity of the problem and on external factors (third-party APIs, hosting, blockchain networks).

5. RIGHTS AND OBLIGATIONS OF THE PARTIES

The Provider undertakes to:

5.1. Provide support within the scope of the plan paid for.

5.2. Maintain the confidentiality of the Customer's data.

The Provider is entitled to:

5.3. Refuse support in the event of a breach of the licence terms or the use of an unlicensed copy of the Software.

5.4. Suspend support where payment has not been made.

The Customer undertakes to:

5.5. Use a licensed version of the Software.

5.6. Not transfer access credentials to third parties without prior agreement.

5.7. Pay for support services on time.

6. COST AND PAYMENT

6.1. The cost of support and the plans are set out on the Website.

6.2. Support may be included in the price of the licence for a defined period or paid for separately.

6.3. No refunds are made for support services already rendered.

7. LIMITATION OF LIABILITY

7.1. The Provider bears no liability for:

  • failures of hosting, servers and third-party services;
  • sanctions imposed by regulators;
  • financial losses of the Customer;
  • the consequences of changes made to the code by the Customer on its own initiative.

7.2. Support does not guarantee that the Customer will achieve any particular business results.

8. CONFIDENTIALITY

8.1. All access credentials and data of the Customer are used solely for the purpose of providing support.

8.2. The Provider bears no liability for data leaks caused by third parties or by the Customer's infrastructure.

9. TERM AND TERMINATION

9.1. This Agreement is in force for the support period paid for.

9.2. In the event of a breach of its terms, the Provider is entitled to discontinue the provision of support services.

10. GOVERNING LAW AND DISPUTES

10.1. This Agreement is governed by the laws of the Republic of Armenia.

10.2. Disputes are heard by the court at the Provider's place of registration.

11. CONTACT DETAILS

WEB SOLUTIONS LLC «ՎԵԲ ՍՈԼՅՈՒՇՆՍ»

Address: Republic of Armenia, Yerevan, Arabkir, Adonts St. 14/1, 11/1

Support e-mail: support@cryptoexchanger.by

Website: http://cryptoexchanger.by/