Terms of Service Provision for Tamaranga Platforms

The Service includes server setup and platform installation services, bug fixing support, automated updates, and the ability to download new extensions from the Market and consulting on the functionality of the platform and extensions you are using.

These Terms of Service (the “Service Terms” or “Terms”) are an integral part of the License Agreement. Before acquiring the right to use a copy of the Software/Extension, the licensee must carefully read the terms of the License Agreement, as well as the Terms of Service. You may only acquire the right to use and use the Software/Extension if you fully and unconditionally accept all the terms of the License Agreement and these Terms of Service.

“Customer of Service” (“Customer”) in these terms is used in the meaning of the Licensee (the license holder) or the user of the Cloud tariff who has paid for the provision of the Service under the terms of the Agreement. All other terms in these Terms of Service shall have the meaning set forth in the License Agreement found at https://tamaranga.com/oferta-en.html.

The Terms of Service is a list and procedure for the provision of services that are provided to Software/Extension owners during the period of the Service paid for by them. In case of violations of the Terms of Service or non-payment for renewal of the Service at the selected rate, the license holder may request a license update in the format of issuing an archive with the most current version of its license without additional conditions once a year or receive fixed archive in case of release of patches related to security problems and/or in case of release of updates containing corrections to the Software/Extension error reports provided by the license holder. If the license holder violates the terms of the License Agreement, he/she/they/other may also be denied the right to use the Service unilaterally without a refund.

The cost of the Service for each license separately is determined on the date of payment of such cost, depends on the selected software and is indicated on the official website of the Company tamaranga.com. The cost may be changed by mutual agreement of the Parties, which is confirmed by the invoice issued to the license holder and its further payment.

Service for the "Standard" tariff

Service for the “Standard” tariff is provided in written form through the Customer’s personal account in Russian language from Monday to Friday from 9:00 to 18:00 UTC+3 time, except holidays. The time of consideration of your request is standard and depends on the complexity of the issue, the current workload of the Service team and other factors beyond the control of the team. We try to help you as quickly as we can.

Services list of Service to install the license on your server(s):

  • initial setup of the main server (VPS/VDS) and installation on the main domain license (the server must meet the minimum requirements at the time of installation);
  • one-time installation of SSL certificate;
  • assistance in configuring the mail server and/or mail service, as well as the necessary email addresses of the project domain;
  • initial installation of the dev/test environment on the main server to a sub-domain of the main domain (a copy of the main project, if required);
  • initial setup of the backup server (VPS/VDS) and configuration of the backup process from the primary server (if required);
  • consulting on complex setup, including integrated services and product architecture.

Standard installation services are available for 30 days from the date the license is transferred to its owner.

If the Customer of Service refuses to configure the server(s) and/or install the license by the Service team, it automatically refuses to receive any other services of the Service and continues to use the Software/Extensions of the Company without access to the Service.

The following list of services is available to the Customer of Service for the entire period of the Service paid.

Services list for your server(s):

  • SSL certificate update;
  • setting up and keeping up-to-date the server auto-check system with notifications of possible problems (up to two servers);
  • solving problems caused by incorrect configuration of the platform by the Customer of Service;
  • automated installation of updates to the main server and up to two additional servers (up to three IP);
  • solving problems that arose during the automated installation of updates;
  • solving other server issues, if the time to resolve them does not exceed one hour per month (additional time can be purchased as a separate administrator service).

Any other additional services, such as moving the project to another server or re-installation, administrator time/consultation beyond one hour per month (including but not limited to those listed above) are billed as separate services according to their cost.

Services list for your project:

  • regular free functionality updates and patches with bug fixes, security improvements, as well as support for external integrations (social networks, maps, payment systems, etc.) with delivery to your server and automated installation (installation is initiated manually, the update process is automatic);
  • studying of the product operation errors described by you with their subsequent correction in the form of an update or patch*;
  • consultation of the service center on the configuration of standard product features*;
  • access to extended and constantly updated documentation for Administrator and Developer;
  • access to new Extensions from the market (including free ones) and use of Extensions on a subscription basis*;
  • access to the internal customer forum (the “Communication” section of the Customer account);
  • ability to influence product development (the «Ideas» section of the Customer account)*;
  • access to webinars for the Customers, including answers to your team’s questions*;
  • access to the Service Center consultations for two additional members of your project team;
  • opportunity to change the domain once in a 12-month period for free (the cost of subsequent domain changes depends on the amount of time spent on the appropriate work, including additional configuration of servers)**;
  • up to one hour of administrator’s work per month to maintain your servers at no extra charge*.

Any other additional services, such as change of standard functionality of platforms, consulting on development/development for individual tasks of the project, adjustment of third party services (including, but not limited to the listed) are paid as separate services according to their cost if such services are provided.

* Please note, most of the services of the Service is available to Customers of Service, maintaining compatibility with the updates. For your project’s main domain the most recent or penultimate update/patch should be installed. Maintaining compatibility with updates is key to the health of any project that supports multiple external integrations, which can change on their own schedule (social networks, payment systems, sms-aggregators, external libraries, other extensions). From our side we’ve provided a maximum variety of tools, allowing you to make adjustments to the functionality and even completely change the design, without affecting the underlying code products — use it with comfort and do not forget to update, please.

** Changing the domain in the license with changes in the server settings is only available to projects using the current version of the License and installed on the server that was originally configured by the Service team. If these conditions are not met, domain change is possible only in the form of transferring archived copies of the current version of the License to a new domain. Domain change is available only for the Customers of Service, and the selected Service tariff must be active for at least 120 days in advance.

By this time, a full services list of the Service are available to projects using the following versions:

  • Tamaranga MP 3.5.0 and higher (current version 3.6.0 from 29.10.2024);
  • Tamaranga CP 3.5.0 and higher (current version 3.6.0 from 29.10.2024);
  • Tamaranga RP 3.5.0 and higher (current version 3.6.0 from 29.10.2024);
  • Tamaranga AMP 3.5.0 and higher (current version 3.6.0 from 29.10.2024);
  • Tamaranga FL 2.5.0 and higher (current version 2.5.1 from 03.07.2024).

Service for "Standard+" tariff

Service for the tariff «Standard+» includes the whole scope of services for the tariff «Standard» and has additional features:

  • Permanent discount on add-ons from 20% to 35%;
  • Testing of add-ons before purchase in the project environment (on request through the service center);
  • Opportunity to exchange the platform once in a period of 12 months free of charge with installation of a new platform on the server (additional payment is required only when switching to a platform with a higher initial cost)***;
  • Opportunity to move the project to another server once within 12 months free of charge (the cost of subsequent moves depends on the amount of time spent on the relevant work)***;
  • Access to service center consultations for 10 team members of your project.
    To switch to the «Standard+» tariff it is necessary that the project service of the «Standard» tariff was active without interruption for 24 months or more, or was paid in advance for the same period.

*** Platform exchange and project re-installation/migration are available only for projects using the current version of the License and installed on the server configured by the Service team. When exchanging the platform and/or moving to another server, the Standard+ Service must be active for at least another 120 days in advance.

Service for the "Cloud" tariff

Service for the “Cloud” tariff includes the entire scope of the Service for the “Standard” tariff — the main difference is that in the case of the “Cloud” tariff the Company servers are used at all stages. Service for “Cloud” tariff can be provided to the Client even before he becomes a full owner of the license. Also, with the “Cloud” tariff, the Customer has no possibility to add additional participants to the project team for consultations of the service center.

Service for Company extensions

The Service for any Company extensions installed through the market is provided under the terms described above. As long as the Service is available to the Customer of Service for the Company’s software, it applies to the Company’s extensions for each specific license. Partner extensions have their own terms of service.

How to use the Service

All communication, including the process of license issuance and server installation, takes place through the personal account of the Customer of Service, which you get access to immediately after payment confirmation. We consider this to be the only way to communicate with the Service team. If you contact through other means of communication, your request may be skipped or we will ask you to make it in your account in accordance with the rules described below.

How Service requests works:

  1. If your question is not about a bug, please read the documentation and the Q&A section before contacting us. You can find answers to most questions about configuring and working with the platforms in these sources.
  2. Please choose the appropriate form in the “Service Center” section of the Customer account — you can ask a question or report a bug.
  3. Specify your request in detail and add a headline containing the main message of your request to expedite its processing.
    Please note: One request should address a single question or concern. Please do not include more than one question or problem in one request.
  4. Once a request is received by the Service team, it is pre-sorted:
    • if it is a question that can be answered by documentation, the consultant of the Service will prepare you an answer, which will contain specific instructions or a link the article in the documentation of the Software/Extension or other sources;
    • if you report that something doesn’t work or doesn’t work correctly, the consultant does a preliminary check on the official demo, and if the error doesn’t repeat itself, he can ask you follow-up questions or request access to your project. Regardless of whether the consultant repeats the error in the demo or not, he creates a “Report on the error”, which our technical experts will work with. While working on the problem you will get email notifications about every status change and if the bug is confirmed and fixed you will also get a notification about what update or patch is available to fix it.
  5. Keep track of email notifications about the progress of your request. Correspondence with the Service team will be available to you in the “Service Center” section of the Customer account.

Rules for creating and processing requests:

For maximum efficiency and quality of service, we ask you to follow the following rules:
  • create a request containing only one question / description of a single problem;
  • provide maximum information in you request — a description of the sequence of actions, screenshots, screencasts, a description of the problem you are solving. In other words, anything that will help us help you more quickly and without asking more questions;
  • if it is a bug, attach the system status file, if it is available in your version;
  • provide information about individual changes that have been made to the platform or extensions used in the project.

Additionally, the Service team may request information about software settings, as well as information to access the server via FTP, SFTP, SSH or the administrative panel of the hosting provider, platform admin-panel, log files, etc. Please note, the request may take longer to resolve if it requires detailed diagnostics, functionality refinement or release of a platform update.

When request processing will stop?

  1. If within 14 calendar days of the last response from the Service team no additional questions on the subject was added into request;
  2. If within 14 calendar days no response is received from the Customer;
  3. If the dialogue is Customer Service in a non-constructive and / or rude way.
    One of the main values of our Company is human-oriented and if any Customer of Service believes that they can afford to be rude, abusive and other destructive communication just because they “buy” someone’s time, then we believe that in today’s world professionals can afford the luxury of choosing who they “no longer sell” this time. Please conduct communication with the Service team on the mutual respect you expect for yourself, so that we can build a long and truly mutually beneficial relationship with you.

Terms of refusal to provide the Service

The Client of the Service may be denied the provision of all services according to Service without refund if:

  • the Customer of Service has violated the terms of the License agreement;
  • the configuration of the main server of the project was not made by the Service team;
  • an outdated version of the software is installed on the main domain of the project;
  • the Customer of Service refuses to provide the information required by the Service team to resolve his issue;
  • the Customer of Service refuses to provide access to the project (SFTP, SSH, hosting control panel, admin panel of the project, etc.) to solve his problem or to request the Company under paragraph 7.3.4. of the License agreement;
  • the Customer of Service conducts a dialogue in a destructive manner, including the use of profanity, threats or blackmail against the Service team and/or the Company.

The holder of a license may be denied renewal of the Service if he or she has previously been denied the Service for any of the reasons set forth above.

The Company reserves the right to refuse to allow renewal of the Service by the license holder, at its sole discretion.

The owner of the license retains the rights to perpetual use of the license and to an updated archive of its current version, even if it is no longer the Customer of Service, as long as it complies with the terms of the License Agreement.