Company Policies

1. Privacy Policy

Any information that you provide to us will be treated as confidential, and will not be shared with any other parties without your permission.  When purchasing our products, no information will be used for any other purpose than to complete a transaction or address a customer service concern.

2. Support Policies

We go to great efforts to thoroughly test every software build which we release, and to design our software in such a way as to find the balance between ease of use and powerful features.  We would love to be able to prioritise every feature request which we receive, but the reality is that we need to prioritise our time according to what needs to be fixed, and then those features which the majority of our users would find useful.  We also need to make money to keep the company afloat.

We have therefore decided to address customer support queries as follows:

2.1. Bug Fixes

In the unlikely event that you find a bug in our software, we will sort it out as a matter of urgency, and obviously will not charge.  In the past we have even offered users product discounts to show our gratitude for their assistance.

2.2. Email Support

We have gone to great lengths to provide helpful documentation on all of our products, including numerous Frequently Asked Question sections.  We have also produced a series of online video tutorials, and publish comprehensive online documentation for all of our products.   We would appreciate it if you checked these channels before contacting us with general questions, as the more time we spend answering questions which have already been answered publicly, the less time we can spend building awesome software.  Email support is free of charge if it pertains to general questions about what our software is capable of doing, answering basic questions, and answering any technical questions not addressed via the above channels.

2.3. Extended Assistance / Feature Prioritisation

Should you require additional assistance in implementing our products, which falls outside the scope of general assistance as outlined above, this is classified as “Extended Assistance”.  This also includes cases where a single customer needs assistance with implementing one of our products in a unique way, which has not yet been documented or tested.

Should you request the development of a new feature which we are not planning on building, or are planning on building at a later stage but do not consider high-priority, this is classified as “Feature Prioritisation”.  We are glad to assist in both cases, but need to charge for our time to justify the cost of putting other work / projects / clients on hold.

Our rate for such work is R500 per hour (roughly $70).  We may reduce this rate if we believe the work will benefit the product or the wider user base.

Frequently Asked Questions

Below are a list of Frequently Asked Questions which we have received from our clients. Should you have any questions about any of our policies, please feel free to contact us for clarification.

General Company Questions