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  • License Agreement

    License Agreement is a legal contract between you, as either an individual or a single business entity which is the end user, and eScraper company, which governs your use of the software. By downloading, installing, copying or otherwise using the software, you are agreeing to be bound by the terms of this agreement. The Software is licensed to You for use only under the terms and conditions of the License. It presupposes that you acknowledge that all intellectual property rights, copyrights and trademarks of the product belong to eScraper company.

    GRANT OF LICENSE

    eScraper grants you a limited, non-exclusive license to install, download and use a single instance of the license through a single installation (one computer). If there is the need to use the product on other installations, Additional copies of the Product may be purchased and used. You cannot use Additional license unless you have Full one under your account.

    You can request only one trial license with valid email that you have access to and use it within granted period of time only. Trial license requested second time (and more) will be considered as rules violation. Requests made from different e-mails, PCs, etc, to get further access to the application can lead to penalization (disable of all paid/unpaid licenses and blocking of all accounts).

    eScraper has the right to refuse service (providing trial licenses, support service, technical assistance, etc) to anyone.

    You can make copies of the Product for solely backup and archival purposes.

    If you have not purchased or otherwise rightfully obtained the License, you can not use it and have to immediately remove the installation. If you have full license of eScraper, you cannot download Trial version as it contradicts with support and update service statements.

    All copies of the product must contain the same proprietary notices that appear on and in the license, including all copyright notices, which must remain unaltered from the original version, unless by specific prior arrangement with eScraper company has been made.

    eScraper reserves the right to gather data on key usage including license key numbers, server IP addresses and other information deemed relevant, to ensure that our products are being used in accordance with the terms of this License Agreement.

    RESTRICTIONS

    This license is granted to you alone and you cannot grant rights to any other person.

    You cannot redistribute, assign, dispose in any form or otherwise transfer the product or its components to any third party companies and individuals, on temporary or permanent basis, without the prior written consent of eScraper company. For violation of our policy, license keys will be disabled and users’ accounts – blocked.

    It is forbidden to alter, modify, disassemble or copy (except for the program backup copy) the program or the accompanying documentation.

    eScraper company expressly prohibits simultaneous installations of the product on multiple computers.

    NOTE: eScraper doesn’t support any form of software piracy.

    DISCLAIMER OF WARRANTY

    The products offered by eScraper company are provided “AS IS” basis, without warranties of any kind. The information is offered as a free public resource, without any warranty, expressed or implied. In particular, any and all warranties of fitness for use or merchantability are disclaimed. Further, eScraper cannot provide you the guarantee that the product will be available.

    If you know that the products does not meet your individual requirements, then it is therefore your own responsibility on the usage of the product.

    The products are intended to manage only default databases and are not compatible with any extensions, customization or any other integration of third party companies.

    Trial license is offered as is. The period that the license is issued for cannot be extended (even if it was not used).

    SOFTWARE ADDONS

    Addons, plugins and extensions are separate software products and each of them requires a separate license key. You may use an Add-on with its associated License only. The addons are updated along with the associated with it license.

    PRODUCT DELIVERY

    All eScraper products, documentation and related materials are delivered electronically, over the Internet.

    SUPPORT AND UPDATE SERVICES

    Methods of contacts available: Phone / Chat is offered for general assistance and sales questions. Technical assistance is not offered via Live chat or phone. Phone number – 1-855-814-4511. eMail or Ticket system. For technical support, submit ticket (send us an email to [email protected] )

    Personal technical assistance. Remote desktop assistance or any other custom adjustments are offered for additional fee only. Remote desktop assistance is not provided for free or trial licenses. Technical assistance is provided via e-mail and/or remote desktop software (TeamViewer + eScraper chat ). Technical assistance or personal training is not provided via Phone, IM, Video conference or any other third- party channel. Contact us via e-mail [email protected] to get estimates and schedule the session.

    We don’t provide IM support and do not call back.

    HOURS OF OPERATION

    Live Chat / Phone – First level support for sales and general questions

    Live Chat is available throughout the following hours: from 12.00 to 19.00 (GMT +03.00), Monday through Friday (business days), excluding holidays (https://en.wikipedia.org/wiki/Public_holidays_in_Ukraine). Due to staff limitations live chat and phone support may not be immediately available at all times.

    The number of free live chat contacts is limited to 2 (two) chats per day (UP TO 1 hour each) but no more than 100 per year due to staff limitations. Further contacts are charged additionally.

    Ticket / Mail – Second level support for technical assistance

    Support Managers are available to help you throughout the following hours: from 11.00 to 19.00 (GMT +03.00), Monday through Friday (business days). Guaranteed response time is 48 business hours. Requests can be submitted via email at [email protected]

    RESPONSE TIME

    Our guarantee response time is 42 hours (business days only). Actual response time may be shorter or longer depending on the volume of requests at any point of time.

    RESPONSIBILITIES OF THOSE MAKING A REQUEST on ESCRAPER SOFTWARE SUPPORT

    Before contacting the Support Desk users should update software to the latest version to make sure that the issue remains. In case the latest version is not available for download as Update and Support service is expired, users should order Update and Support service for additional fee to get access to the latest version and support accordingly. Also before contacting users should explore help that is readily available. This help might come from the documentation or useful articles.

    When such local help has been exhausted and assistance is needed, then the users should contact the Support Desk through one of the methods described in Methods of Contact Section.

    In contacting the Support Desk provide the following information: Valid e-mail address. If you/your ISP use any spam protection, make sure that you have added [email protected] to the white list; Full product name on which you are experiencing the problem; A clear and specific description of the problem or request, including information regarding any error messages you may have received.

    If one of the points mentioned above is not met, Support Staff will contact you (up to 3 replies) to clarify the question/answer. In case no relevant answer is received (no required action is taken) by user, the ticket is considered closed.

    eScraper reserves the right to completely stop the support in case of abusive language or statements.

    UPDATE SERVICE

    After the purchase the customer receives 12 months of free update and support service, which means that during that period, the download link to the application and/or the latest version of the product will be available for the owner of the license. When this period expires and the owner of the license would like to continue having the ability to download the software and get free chat and email support, then it is required to purchase and apply update and support services for additional fee.

    eScraper reserves the right to keep only updates (files) released within last 6 month. Older updates may not be available for download.

    Accepting the license policy, customer agrees not to retrieve updates in any possible way except for ordering update service. Used and/or unused Updates are nonrefundable. In case, when some attempts to get the updates in some inappropriate way, eScraper reserves the right to stop providing support and disable all product licenses developed by our company until the full cost of the update service is paid back.

    eScraper is not obliged to provide you with any updates that were not released for general distribution.

    Support, including technical support, is provided only for customers with active update and support period. When update and support period expires, it is required to purchase and apply Update and Support service for 12, 24 or 36 month. Terms of Service available here – https://e-scraper.com/terms-of-service/ . eScraper reserves the right to completely stop the support in case of abusive language or statements.

    Support and Update service for Addons/Plugins. Addons and plugins are a part of eScraper software and can not be downloaded separately. Addons and Plugins and does not require a separate Update and Support service to be purchased. The customer can download the latest version of the Addon/Plugin along with the latest version of the application. The latest version of the application is distributed as described above.

    eScraper does implement the support of latest version of Shopping Cart within 60 days after official release of the platform. Alpha and Beta versions of Shopping Carts are not considered and supported at any times. In case of major update of Shopping Cart (completely new database structure) the economical viability is considered by our Management team and is scheduled basing on our internal schedules.

    LIFECYCLE POLICY

    eScraper Lifecycle Policy outlines the product support guidelines for a product’s lifecycle. The objective of this policy is to standardize and normalize product lifecycle practices, thereby enabling eScraper customers to make more informed purchase, support and upgrade decisions.

    eScraper is committed to providing support for all software products for a minimum of two (2) years, starting from the general availability date of the product’s major version. ‘General availability date’ is defined as the date on which a product is officially made available for purchase.

    The sunset of a product (“End-of-Life”) is the term used to describe the end of support for the product. That is, eScraper or a Third Party vendor will no longer provide new features, improvements, or technical assistance for that release of the product and its addons/plugins.

    End-of-Life will be announced as a part of regular eScraper News.

    DISCOUNTS

    Discounts (coupons) are issued in the form of ‘percentage off’ and are offered to customers via promotional emails, advertisements, on-site banners or 3rd party communications. You can use one discount code per one order. Discount coupons are not accumulative, you cannot combine them (or use in conjunction) with other discounts or offers.

    Unless otherwise stated, discounts are only applicable to full price items (bundles are not included). Discount codes may have validity period or may be issued for a specific product list. eScraper reserves the right to cancel or change any discount without notice, at any time.

    Discounts and coupons cannot be applied to services as the price of service is calculated basing on time it will take for tech engineer to perform the task and on the amount of the additional value that customer will get when the service is applied.

    Coupon (discount) is considered as redeemed when order is completed, funds are charged and license is generated. In case you apply coupon in the cart and do not complete checkout process, the discount won’t be active once the usage is expired. Order is processed within a few minutes. In case your order id not processed, please place a new order (in case of duplicate, we will return the duplicated charged sum).

    REFUND POLICY

    We maintain a reasonable policy regarding requests for refunds. You can check refund policy for details. We reserve the right to refuse a refund or to apply a partial refund.

    INSTALLATION/UN-INSTALLATION/CONFIGURATION

    Installation/un-installation/configuration services are provided for additional fee.

    Remote desktop assistance is provided for additional fee only and can be offered for paid licenses. Remote desktop assistance is not provided for free or trial licenses. The cost is calculated basing on time that tech engineer spends during the session and this service is non-refundable.

    LIMITATION OF LIABILITY

    In no event will eScraper company be liable for any lost revenue, profit or data, indirect, incidental, consequential damages, even if eScraper shall have been informed of the possibility of such damages, or for any claim by any other party.

    TERMINATION

    This Agreement shall continue in effect until terminated. Without prejudice to any other rights, this Agreement will terminate automatically if you fail to comply with any of the limitations or other requirements described herein.