Technical Support Service Agreement

1. General Provisions

This Policy defines the procedure, terms, scope, timeframes, and limitations for providing technical support to users of the iEXExchanger software.

Technical Support is provided by iEXExchanger to users who have purchased a valid license to use the software.

Use of Technical Support means that the User agrees to the terms of this Policy.

Technical Support is not a programming service, server administration service, business setup service, exchange office management service, feature development service, third-party modification correction service, or infrastructure maintenance service for the User.

2. Definitions

Software — the iEXExchanger software.

Company — iEXExchanger, the rights holder and provider of the Software.

User — an individual or legal entity that has purchased a license to use the Software.

License — the right to use the Software within the selected plan and the terms of the license agreement.

Technical Support / Support — consulting assistance provided to the User regarding the use of the standard control panel of the Software.

Control Panel / Administrative Panel — the closed part of the Software intended for managing the standard functions of the product through the interface.

Standard Version of the Software — the version of the Software supplied by the Company without changes to the code, files, database, modules, server configuration, or internal logic.

Customization — any changes made by the User, the User’s employees, contractors, or third parties to the code, files, database, modules, templates, server configuration, integrations, or internal logic of the Software.

Product Error / Bug — a reproducible failure in the Standard Version of the Software that was not caused by the actions of the User, third-party services, server issues, customization, or violation of technical requirements.

Third-Party Factors — any circumstances outside the Company’s control, including the server, hosting, domain, SSL, external APIs, payment gateways, aggregators, exchanges, CRM systems, Telegram, Cloudflare, third-party services, user settings, and modifications.

Official Support Channel — a Telegram account, Telegram group, email, or other communication channel assigned by the Company to service a specific license.

3. Main Principle of Technical Support

Technical Support is provided only for questions related to the operation of the standard iEXExchanger control panel.

Support helps the User understand existing Software functions that are available through the control panel interface.

Support is not provided for issues related to:

• server;
• hosting;
• domain;
• SSL;
• database;
• Cron;
• queues;
• web server;
• access rights;
• infrastructure configuration;
• external APIs;
• payment gateways;
• aggregators;
• exchanges;
• CRM systems;
• Telegram bots;
• Cloudflare;
• third-party services;
• customization;
• modified code;
• modified files;
• modified database;
• non-standard project logic.

Any questions that go beyond the standard control panel are not included in Technical Support and may only be performed as a separate paid service, if such service is available.

4. Support Working Hours

Technical Support operates strictly according to the schedule published in the official contact section:

https://iexexchanger.com/contact

The current working hours, contact methods, and official support channels are specified only on this page or in other official Company channels.

Requests sent outside working hours are reviewed after working hours begin, in the order of the queue.

Support is not required to respond:

• at night;
• on weekends;
• on public holidays;
• during employee vacation or sick leave;
• outside the published schedule;
• through unofficial communication channels.

The fact that the User has sent a message does not mean that Support is required to respond immediately.

Repeated messages outside working hours do not speed up the review of the request.

5. Response and Review Timeframes

The response time depends on the type of request, completeness of the information provided, complexity of the issue, current workload, and the need for additional verification.

Approximate timeframes:

Response time does not mean the time required for full resolution.

Resolution may take longer if it is necessary to reproduce the issue, request additional data, verify the situation on a clean installation, exclude third-party factors, or involve a developer.

6. What Is Included in Technical Support

Technical Support includes only questions related to the use of the standard iEXExchanger control panel.

Support may include:

• consultations on standard control panel sections;
• explanation of the purpose of settings;
• assistance with orders;
• assistance with users;
• assistance with currencies and exchange directions;
• assistance with standard commission settings;
• assistance with standard notifications, if they are configured through the control panel;
• basic recommendations on using standard functionality;
• checking possible errors in the standard control panel;
• general information about available updates.

Support is not required to perform actions for the User if such actions can be performed by the User independently through the control panel interface.

7. What Is Not Included in Technical Support

Technical Support does not include:

• configuration of the server, hosting, domain, SSL, database, Cron, queues, web server, or access rights;
• repeated installation of the Software;
• transfer of the Software to another server;
• recovery after deletion, failure, or actions of the User;
• installation of updates on the User’s server;
• configuration of external APIs, payment gateways, aggregators, exchanges, CRM systems, and third-party services;
• configuration of Telegram bots and third-party integrations;
• programming;
• code modification;
• design modification;
• feature development;
• business logic modification;
• analysis or correction of customizations;
• correction of errors after third-party interference;
• consultations for third-party programmers and contractors;
• training in PHP, Laravel, Angular, JavaScript, MySQL, server administration, or other technologies;
• business consulting;
• setup of an exchange office for an individual business model;
• recommendations on exchange directions, commissions, operational processes, or business strategy.

All listed matters are not part of Technical Support and may be reviewed only as separate paid services, if the Company provides such an option.

8. Initial Installation

After purchasing a license, the Company performs one free initial installation of the Standard Version of the Software on the User’s server.

The initial installation is performed once and includes basic product installation, database connection, and launch of the Standard Version of the Software.

The free initial installation does not include:

• website transfer;
• repeated installation;
• recovery after User errors;
• correction of server issues;
• configuration of a non-standard server environment;
• configuration of third-party services;
• configuration of external integrations;
• code modification;
• customization;
• installation of updates after the initial installation.

After the initial installation is completed, any further server-related work is performed only on a paid basis.

9. Updates

The User receives access to Software updates in accordance with the license terms.

Updates are installed by the User independently or ordered as a separate paid service.

Technical Support may provide general information about available updates and the basic procedure, but does not perform free installation of updates on the User’s server.

The Company is not responsible for errors resulting from:

• independent updating;
• incorrect update installation;
• skipping intermediate versions;
• code modification;
• file modification;
• database modification;
• failure to follow instructions;
• unsuitable server environment.

If updates have not been installed for a long time, the cost of updating may be increased, since it may require migration through several versions, additional verification, or restoration of functionality.

10. Support Periods

After purchasing a license, the User receives free Technical Support for 12 months.

After the end of the 12-month period, an additional transition period of 2 months is provided.

During the transition period, Support is provided in a limited medium mode:

• requests are reviewed without priority queue;
• response times may be increased;
• only basic consulting assistance on the control panel is provided;
• complex diagnostics are not performed;
• server, integration, programming, and non-standard questions are not reviewed.

After the end of 12 months of free Support and the additional 2-month transition period, Support is terminated.

Further assistance is possible only after paid Support renewal or ordering a separate paid service.

11. Support Renewal

The User may renew Support on a paid basis.

Current terms, periods, and pricing are published on the official services page:

https://iexexchanger.com/services

Support resumes from the moment the relevant service is paid.

The gap between the end of the previous Support period and the new payment is not compensated or transferred.

12. PRO and PRO PLUS

For the PRO plan, the following principle applies:

1 license = 1 domain = 1 support channel

If the User has several PRO licenses, a separate support channel may be assigned for each license.

For the PRO PLUS plan, the following principle applies:

1 license = 2 domains of one owner = 1 shared support channel

If the User renews Support for a PRO PLUS license, Support is renewed immediately for both domains included in that license.

Both domains are serviced through one shared support channel, and requests for both domains are reviewed in the general medium order.

PRO PLUS does not mean separate priority support for each domain. Responses and request processing are distributed between two domains within one license and one support channel.

13. Archived License Status

If the User does not renew Support within 6 months after its expiration, the license may be transferred to archived service status.

In archived status, the Company does not provide Technical Support for this license.

In archived status, the following are not provided:

• consultations on the control panel;
• problem diagnostics;
• settings review;
• assistance with updates;
• assistance with the server, hosting, domain, or infrastructure;
• assistance with external services;
• analysis of User errors;
• review of old requests;
• project maintenance;
• restoration of support history.

The only exception is confirmed errors in the Standard Version of the Software.

Service restoration for an archived license is possible only by separate decision of the Company, subject to technical feasibility and payment for the relevant service.

The Company has the right to refuse restoration of Support for an archived license if the project is outdated, modified, customized, damaged, does not meet technical requirements, or requires separate restoration.

14. Confirmed Product Errors

The Company may review and fix confirmed errors in the Standard Version of the Software regardless of Support status.

An error is considered a product error only if all of the following conditions are met at the same time:

• the issue is reproduced in the Standard Version of the Software;
• the Software code has not been modified;
• the Software files have not been modified;
• the database has not been modified manually;
• the server meets technical requirements;
• the issue is not caused by third-party services;
• the issue is not caused by external APIs, payment gateways, exchanges, aggregators, CRM systems, hosting, or other external factors;
• the issue can be reproduced by the Company on a clean standard installation.

If the issue was caused by the actions of the User, code modification, file modification, database modification, incorrect server configuration, third-party integration, or interference by third parties, such issue is not considered a product error.

The Company independently determines whether a request relates to a confirmed product error.

15. Request Requirements

For proper review of a request, the User must send one clear message.

The request should, where possible, include:

• domain;
• plan or license type;
• Software version;
• what exactly happened;
• in which section of the control panel the question arose;
• what actions were performed before the issue appeared;
• how to reproduce the issue;
• screenshot or video;
• error text;
• whether any changes were made to the code, files, database, server, or integrations.

Messages such as “not working”, “error”, “check it yourself”, “nothing opens”, “why is it not working?” without a detailed description may be left unreviewed until complete information is provided.

16. One Question — One Request

Each separate question must be sent as a separate message or separate logical request.

It is not allowed to mix several unrelated questions in one request, such as the control panel, server, API, external service, update, and customization at the same time.

If one message contains several different questions, Support has the right to review only one of them or ask the User to split the request.

17. Materials and Files

Support accepts:

• text messages;
• screenshots sent directly in Telegram;
• videos sent directly in Telegram;
• files, if requested by a Support specialist.

Support is not required to open external links, including Google Drive, Dropbox, Mega, OneDrive, YouTube, Vimeo, third-party file-sharing services, screenshot services, or unknown links.

If a video or screenshot is required, it must be sent directly to the official support channel.

18. Repeated Messages and Spam

Repeated messages do not speed up the response.

Repeated messages and spam include:

• “?”;
• “hello?”;
• “answer”;
• “urgent”;
• “why are you silent?”;
• multiple repetitions of the same question;
• sending a large number of messages in a row without new information;
• splitting one question into many short messages;
• emotional messages without technical information;
• pressure on specialists;
• demanding an immediate response outside the schedule;
• sending messages to several channels at the same time.

If these rules are violated, the Company has the right to temporarily suspend review of the request or limit the provision of Support.

19. Respectful Communication Rules

The User must communicate with Support correctly, respectfully, and to the point.

The following are not allowed:

• insults;
• rudeness;
• humiliation of employees;
• mockery;
• ridicule;
• sarcasm directed at Support employees;
• provocations;
• pressure;
• threats;
• obscene language;
• aggressive tone;
• public or private devaluation of specialists’ work;
• demands for special treatment outside the terms of this Policy.

Any disrespectful, provocative, offensive, or non-constructive behavior is grounds for refusal of Support, temporary suspension of Support, or termination of communication regarding the request.

The Company has the right not to continue the dialogue if the User violates business communication standards or interferes with the normal work of specialists.

20. User Responsibility for Server and Settings

The User is solely responsible for the server, hosting, domain, SSL, database, backups, access credentials, security, and compliance with the technical requirements of the Software.

The Company is not responsible for the operation of the User’s service if the User:

• does not comply with technical requirements;
• uses an unsuitable server;
• incorrectly configured the server environment;
• disabled required components;
• changed the server configuration;
• does not follow the Company’s recommendations;
• does not make backups;
• grants project access to third-party specialists;
• modifies code, files, or database;
• uses an outdated or modified version of the Software.

If the issue was caused by the server, hosting, infrastructure, third-party services, or actions of the User, it is not considered a product error.

21. Access and Security

In some cases, for diagnostics, Support may request access to the control panel, server, database, or another resource.

The User must provide only current, correct, and working access credentials.

If access credentials are incorrect, incomplete, expired, blocked, or do not have the required permissions, diagnostics may be suspended.

The User is solely responsible for the security of access credentials, backups, data safety, and control over the actions of third parties.

22. Third-Party Programmers and Contractors

Technical Support is provided only to the license owner or the designated contact person regarding the use of the standard control panel.

The Company does not provide consultations to third-party programmers, contractors, technical specialists of the User, or other third parties regarding:

• code;
• architecture;
• database;
• API;
• modules;
• internal logic;
• updates;
• customization;
• independent modifications.

This rule applies regardless of whether Support is paid or free.

Paid services of the Company may include the performance of separate work by Company specialists, if such work is available and agreed. However, paid services do not mean that the Company will train, consult, or support third-party programmers of the User.

23. Grounds for Refusal or Suspension of Support

The Company has the right to refuse Support or temporarily suspend its provision if:

• the Support period has expired;
• the license is in archived status;
• there is no active paid Support;
• the request is not related to the control panel;
• the question is related to the server, hosting, or infrastructure;
• the question is related to repeated installation, transfer, restoration, or update;
• the question is related to programming or code modification;
• the question is related to customization;
• the question is related to a third-party API, service, payment gateway, aggregator, exchange, or CRM system;
• the User uses an outdated version of the Software;
• the User uses a modified version of the Software;
• the User uses a pirated or unofficial version of the Software;
• the code, files, database, or server configuration were modified;
• technical requirements were violated;
• required diagnostic information is missing;
• incorrect access credentials were provided;
• the User deleted correspondence or request history;
• the User refuses to follow specialist recommendations;
• the User demands work that is not included in Support;
• the User demands consultation for a third-party programmer;
• the User behaves rudely, aggressively, offensively, or disrespectfully;
• the User sends spam or an excessive number of messages;
• the User uses Support as a permanent chat, training, or replacement for an in-house specialist.

Suspension of Support does not extend the free, transition, or paid Support period.

24. Fair Use Policy

Support is provided for a reasonable number of requests related to the use of the control panel.

The Company has the right to limit the number of requests or temporarily suspend Support if the User:

• abuses the number of questions;
• asks repeated questions;
• uses Support as training;
• uses Support as permanent business support;
• demands that tasks be performed instead of the User;
• systematically ignores instructions;
• creates an excessive workload for specialists;
• regularly asks questions about the server, code, API, updates, or customization.

Support does not replace a server administrator, programmer, business consultant, technical director, or exchange office operator.

25. Official Channels

Current contacts, working hours, communication methods, and official Company channels are published in the section:

https://iexexchanger.com/contact

Requests sent to unofficial channels, personal employee accounts, third-party groups, comments, forums, or social networks are not considered official Support requests.

The Company is not responsible for information posted in unofficial sources.

26. User Responsibility

The User is solely responsible for operating the project, preserving data, choosing technical specialists, and all actions performed on the User’s server, in the control panel, database, Software files, and connected services.

The User is solely responsible for:

• choosing hosting and server;
• domain availability;
• correct server environment;
• backups;
• data safety;
• access security;
• actions of employees;
• actions of third-party programmers and contractors;
• changes to code;
• changes to files;
• changes to the database;
• connecting third-party services;
• using external APIs;
• complying with technical requirements;
• independently installing updates;
• timely renewal of Support.

Before making any changes to code, files, database, server, settings, integrations, or installing updates, the User must independently ensure that an up-to-date backup is available.

27. Limitation of Company Liability

The Company is not responsible for:

• failures of the User’s server, hosting, domain, or infrastructure;
• server environment errors;
• failures of third-party APIs, payment gateways, aggregators, exchanges, CRM systems, and other external services;
• actions of the hosting provider;
• actions of the User’s employees;
• actions of third-party programmers and contractors;
• consequences of customization;
• consequences of modifying code, files, or database;
• consequences of independent update installation;
• loss, damage, or deletion of data;
• data loss in the absence of backups;
• leakage of access credentials due to the fault of the User or third parties;
• errors caused by violation of instructions;
• errors caused by using an outdated version;
• errors caused by using a pirated, modified, or unofficial version of the Software.

If the project, database, files, settings, or access credentials were damaged, changed, or deleted as a result of the actions of the User or third parties, restoration may be performed only on a paid basis and only if technically possible.

28. Closing a Request

A request is considered closed if:

• the User has been provided with an answer;
• the User has been provided with instructions;
• the issue is outside the scope of Support;
• the issue has been recognized as server-related;
• the issue has been recognized as related to customization;
• the issue has been recognized as related to a third-party service;
• the issue has been recognized as related to an independent update;
• the license is in archived status;
• the User has not provided the required information;
• the User does not respond for a long time;
• the Support period has expired;
• the User has violated the request rules.

If the User returns to a closed question after a long time, the Company has the right to treat it as a new request.

29. Changes to Terms

The Company has the right to change, supplement, and update this Policy.

The current version is published on the official Company website or in another official channel.

Changes take effect from the moment of publication, unless otherwise stated separately.

Continued use of Support after publication of a new version means that the User agrees to the updated terms.

30. Final Provisions

This Policy is part of the general terms of use of the Software and the iEXExchanger license agreement.

Technical Support is provided only within the limits expressly specified in this Policy.

All questions not listed as included in Support are considered not included in Technical Support.

The Company reserves the right to independently determine whether a specific request relates to Technical Support, a paid service, customization, server issue, third-party factor, independent update, archived license status, or confirmed product error.

The User confirms that they understand the boundaries of Support and accept the terms of this Policy.