PreambleThe Bug Genie is completely open source, licensed under the MPL 2.0. You can download the entire source code of the download edition from our download pages and from our GitHub pages.
- The following terms and conditions ("Terms of Service") constitutes a binding agreement between the subscriber (from here on "You") and zegenie Studios (from here on "We", "us" or "zegenie Studios")
- By completing the support agreement purchase process, you agree to be bound by all terms and conditions set forth in this document
- There is no difference between the terms for support subscriptions included with downloadable The Bug Genie and separate support subscriptions
- zegenie Studios is under no obligation to provide you with any service, help, modification, intervention or in any way obliged to comply with your requests apart from what is explicitly defined and described in this document
- zegenie Studios reserves the rights to update and change the Terms of Service at any time, for any reason. Any changes to the Terms of Service will be announced on this page 30 days before becoming effective. Should you not want to accept the updated terms and conditions, you will have to stop using the service after the 30 day period ends. Continued use of the service after the 30 day period ends constitutes your consent to any changes made in the Terms of Service.
General terms and conditions
What is included in "The Bug Genie support"The details of the support agreement vary depending on the support subscription level you are subscribed to. Some support levels guarantee faster response times, and some support levels grants support for more scenarios. See the list below for details.
LimitationsThe support service is provided "as-is", and you use the service at your own risk. zegenie Studios is not liable for any damage or loss that may result from your use (or any mis-use) of the service, and shall in no way be held responsible for actions caused by any advice given by zegenie Studios or any of its representatives.
Support agreements are limited to one company, but not one installation and not even one commercial license.
zegenie Studios reserves the right to terminate a support agreement for any reason it deems appropriate, without warning. If such a situation should occur, no refunds will be given for already paid subscription fees, but any active payment subscriptions will be immediately terminated.
zegenie Studios does not guarantee that the service will be available uninterrupted or without error or that the service will meet any specific (or unspecified) expectations - even those explicitly mentioned in this or other document(s).
Furthermore, you expressly understand and agree that zegenie Studios shall not in any way be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to: damages for loss of profits, goodwill, use, data or other intangible losses (even if zegenie Studios have been advised of the possibility of such damages), resulting from: the use or the inability to use the service; the cost of procurement of substitute goods and services resulting from any goods, data, information or services purchased or obtained or messages received or transactions entered into through or from the service; authorized or unauthorized access to or alteration of your transmissions or data; statements or conduct of any third party on the service; or any other matter relating to the service.
The failure of zegenie Studios to exercise or enforce any right or provision of the Terms of Service shall not constitute a waiver of such right or provision. The Terms of Service sets forth the entire understanding between you and zegenie Studios as to the Service and supercedes any prior agreements between you and zegenie Studios (including, but not limited to, any prior versions of the Terms of Service).
Any questions regarding the Terms of Service should be addressed to firstname.lastname@example.org (support at thebuggenie dot com).
Should you violate any of these agreements, your subscription agreement will be terminated immediately.
Ownership and copyrightzegenie Studios does not claim any ownership or copyright for any content you are hosting via The Bug Genie, or make any claim of ownership to any material made available as a result of this agreement.
Any information or data which is willfully or accidentally made available to zegenie Studios will be handled in confidence. zegenie Studios reserves the right to hold on to correspondence, backup data and / or installation data for the duration required to deliver support services in a professional and timely manner.
Payments and refundsAll payments are being handled via PayPal. You are responsible for following any terms and conditions provided by PayPal.
Payments does not include local or national taxes and / or fees. You are solely responsible for paying any and all such taxes and / or fees.
The service is billed in advance on a monthly or yearly basis, depending on your choosing. Any paid fees may be fully or partially refundable on a case-per-case basis, at the sole discretion of zegenie Studios.
Upgrading or downgradingIf you decide to upgrade your support plan, you will immediately be billed for the next payment cycle (extending your current subscription with 30 days), and the upgraded support plan will be effective as soon as payment is received.
If you decide to downgrade your support plan, you will be billed the new rate in the following payment cycle, and the current support plan will be available for the remainder of the current payment cycle.
Upgrade / downgrade limitationsDowngrading to a different support plan may cause loss of features or parts of the service. You accept this responsibility when downgrading to a different support plan, and also acknowledge that zegenie Studios shall in no way be considered liable for any loss or changes caused by this action.
Cancellation and terminationzegenie Studios reserves the right to revoke access to, modify, and / or terminate your support subsciption at any time and for any reason, given a 24 hour notice. In the case of temporarily or permanently removing access, zegenie Studios shall not be held liable for any consequences arising from the loss of access to the service or any of its features.
zegenie Studios is also fully entitled to deleting your account and refusing any current or future access to the website and / or the service for any reason and at any time.
Additional termination detailsIf and when the support agreement is terminated, either by zegenie Studios or at your request, any and all content made available to zegenie Studios as a result of this support agreement will be deleted within 90 days. If you require that we remove data or information before 90 days, you must contact zegenie Studios at email@example.com (termination at thebuggenie dot com).
Guaranteed response timeDepending on your support agreement level, you are guaranteed a "response time" when contacting us with a support request. For zegenie Studios to be able to deliver the guaranteed required response time, the following information must be included in the initial support request:
- A support agreement number for an active support subscription, found on your account page after logging in, under the "Subscriptions" tab
- (optional) A valid contact email address, so we can contact you back. If this is missing, we will respond to the email address registered to the account linked to the support subscription
What is a guaranteed response time?"Guaranteed response time" is the time from when your support request is received in our systems and until zegenie Studios acknowledges that support personnel is actively investigating your issue.
For Basic and Professional support plans, guaranteed response time applies Monday through Friday within business hours (08-20 GMT).
For Enterprise support plans, guaranteed response time applies 24 / 7 / 365.
What is a guaranteed response time not?"Guaranteed response" does not imply a guaranteed solution to your issue, a solution within the guaranteed response time, or that a solution will be made available at all. See the complete Terms of Service for more information.
Unresolvable requestsYour support request may not have a solution, the solution may be undesirable to You, or a solution may require additional development, configuration, installation or maintenance effort by You. In any such situation, zegenie Studios reserves the right to close your request as either "Solved" or "Not solvable", without any promise of a refund or recovery.
Development helpFor Professional and Enterprise support agreements, "development help" is included in the support agreement.
"Development help" guarantees that the terms set forth in this document also covers requests affecting your own custom development on top of The Bug Genie, alterations to The Bug Genie (either directly in The Bug Genie source code or custom modules) and / or integrations with external systems through code written specifically for The Bug Genie.
Expert live chatEnterprise support agreements will let you request a live chat session with a support representative to help you with your support request. Such a live chat session may be delivered via a combination of video, audio and textual chat.
"Guaranteed response times" does not apply to live chat session requests.