Support Policy

This page informs you of our policies regarding what support you can expect from us. This service has been designed to be fully automated and not require any human intervention, which means it is offered with no support. If and when customers/users are charged for this service then the support policy may change. However, the price checking analysis algorithms have been designed to provide helpful error messages so that the user can solve their own problems.

What is included in free support

For free users of confprice we provide a best efforts level of support, which is provided via our support ticketing system and includes the following:

  • Answering questions about features and functions
  • Answering questions about our opinions concerning price checks of vendor proposals/offers
  • Responding to any bugs you may have found in the service
  • Responding to any requests for new features, new supported suppliers, vendor and their products (for example you may want a price check of a product which is not yet supported, so contact us).

Please note that free support is ONLY provided by submitting a new support ticket on our website and not via any other method.

What is not included in free support

Due to time and resource constraints we are only able to provide a best efforts level of support for free users. And we may not be able to reply to your questions or solve your problems. This means that we will NOT provide any of the following for users:

  • Logging into your site to investigate or fix any issues you have with your site
  • Customization services or any other custom work
  • Third-party plugins integrations
  • Server diagnostics, maintenance or any other server related service
  • Any other things that are not related to our products directly

Estimated response time (free support)

For users who are looking for free support we aim to respond to new tickets within 48 hours (Monday-Friday). Please note this is only an estimate and our actual response times may vary depending on support load and we may well take longer to respond to more advanced or technical queries. Or we may not be able to respond to any support questions/email at all.

For Paying Users (when this becomes available)

Our paying users will get following added advantages:

Changes To This Support Policy

  • Priority Support (Tickets from Paying users will be answered first before free users)
  • Feature Request like new supplier, vendor or new product price checking will have high consideration depending on the feasibility of the request and our team.

We may update our Support Policy from time to time. We will notify you of any changes by posting the new Support Policy on this page.

You are advised to review this Support Policy periodically for any changes. Changes to this Support Policy are effective when they are posted on this page.

If you have any questions about this Support Policy, please contact us via email at: support@confprice.com