Warranty & Technical Support
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This page describes the warranty and technical support terms for digital/software products and service packages purchased through XtroEngine.
Warranty scope
- The purchased software performs according to the features defined at the time of purchase.
- Defects originating from us under defined usage conditions are fixed free of charge within a reasonable time after being reported.
- Maintenance and fix updates released during the license term are announced in the product release notes.
Technical support
- Support requests are handled via the member ticket system or the contact form.
- Our standard response time is within a reasonable period on business days; the SLA stated in your service package takes precedence.
- Support covers installation, configuration and product defects. Issues caused by third-party software/infrastructure are out of scope.
Out of scope
- Unauthorized modifications, changes to the source code, and use in unsupported environments.
- Use that violates the license terms.