This Service-level agreement (SLA) describes the minimum guaranteed service levels provided to Febooti, Ltd. (Febooti) customers.
SLA modification dates
- Modification date: January 3, 2024
- Modification date: January 27, 2023
- Modification date: November 12, 2020
- Modification date: January 7, 2020
- Modification date: March 25, 2014
- Modification date: July 1, 2013
- Modification date: July 6, 2011
- Modification date: November 14, 2009
- Modification date: November 3, 2008
- Modification date: August 5, 2006
- Publication date: July 28, 2004
Service Guarantee
Febooti strives to solve all questions quickly and effectively that may arise in connection with installing, configuring, using our products as well as other kinds of questions, namely, in connection with downloading, buying, registering, support etc.
Febooti aspires to answer customer questions as soon as possible, namely in a few hours or a single business day, however due to potential complexity of issues, Febooti guarantees to provide an email support to a customer in the following categories within maximum of 3 business days:
- Full assistance in setting up and configuring Febooti products;
- Full assistance in downloading, purchasing and registering Febooti products;
- Basic assistance in all possible issues indirectly connected with Febooti products.
Full assistance means that very detailed help (with added screenshots and precise instructions, if necessary) will be provided to fully fit a particular problem situation.
Business days for the purpose of this commitment are defined as Monday through Friday, excluding any days that are recognized as national holidays in the United States.
Support Priority
Premium support requests are processed on priority schedule as soon as their queue comes up or even instantly, if there are no other top priority support requests pending. Our dedicated support team is highly motivated to deliver efficient solutions without delays.
Requests of the registered users are served after all premium support issues are solved. We work carefully and systematically with all support requests.
Febooti does not guarantee the support service for unregistered users; however, their requests are usually processed on the lowest priority basis with a normal waiting time up to 3–5 business days.
Product Guarantee
Febooti guarantees that its software located for download on the Febooti website is virus free and contains no spy-ware, ad-ware or trojans. Otherwise, Febooti products are provided "AS IS" without any warranty of any kind.
Update & Upgrade Policy
- Security issues are fixed within one day to four weeks from the moment they are reported or found. More essential bugs that affect functionality or stability of the program will be fixed prior to cosmetic and other bugs that do not affect program's functionality or stability.
- Feature requests are implemented within two weeks to three months from the moment they are requested or recommended by a customer. Note: not all suggestions and feature requests will be implemented.
- Free upgrades within a minor version of the software are provided. Note: for some products (consult license) Febooti provides free lifetime upgrades.
- Lifetime of software. Lifetime relates to the life span of software, not of a person. Febooti guarantees a minimum 5 years of support and minor upgrades since the release date of the last official major version. However software's lifetime is in no way limited to 5 years and may last a lot longer.
Money-Back Guarantee
Febooti provides a 30 day unconditional money-back guarantee. If customers find our products not to fit their needs or for some other reason want to cancel the purchase, Febooti provides a period of 30 days from the moment of purchase during which Febooti will return the sum of purchase upon a claim of the customer. Note:
- Money-back does not include the costs of downloading our products, spending time on Internet or any other expenses indirectly connected with Febooti products;
- If Febooti, at its sole discretion, decides that a customer is trying to take advantage of our Money-Back Guarantee in any fraudulent or unethical way (with "any fraudulent or unethical way" to be defined, determined, and decided at Febooti's sole discretion), we reserve the right to cancel this guarantee;
- Febooti imposes a strict limit of one Money-Back Guarantee per individual customer. Individuals who have already claimed a Money-Back Guarantee on Febooti are not eligible for additional Money-Back Guarantees;
- Money-Back Guarantee applies to all purchases up to $1,499.
- Money-Back Guarantee does not apply to any subscription plans.
- Read more about Money-Back Guarantee.
Confidential Information
At Febooti, we take the protection of our customers' and users' confidential information very seriously. As such, we have implemented strict policies and procedures to ensure that such information is kept secure and only shared with authorized parties.
We do not share any information obtained from our users and customers with third parties, except with our agents, contractors, and when it is required by law. Our agents and contractors are bound by strict non-disclosure agreements and are only granted access to the information necessary for them to perform their specific job functions.
In the event that we are required to share information with a third party by law, we will only do so after ensuring that all necessary legal requirements have been met and that the information is shared in a manner that is fully compliant with all applicable laws. We are committed to protecting the confidentiality of our customers' and users' information and will continue to review and improve our policies and procedures to ensure the highest level of security.
In addition to our strict policies on sharing and disclosing confidential information, we also take great care to ensure the security of the information during storage and transmission. We store all confidential information on secure servers, and all data is transmitted using industry-standard encryption protocols to protect against unauthorized access and hacking. Information is never stored or transmitted in plain text, to ensure that even if intercepted, the data remains protected and unreadable.
We are also regularly auditing our systems and updating our security measures to ensure the continued protection of our customers' and users' confidential information.
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Force Majeure
Febooti shall not be liable for any failures or delays in services mentioned, to the extent said failures or delays are caused by causes beyond Febooti reasonable control.
As well Febooti shall not be liable for any failures or delays in services to the extent said failures or delays are caused due failures or delays in services of third-party companies (i.e., web hosting companies, root DNS services, Internet service providers, mail services, affiliate services, order processors etc.).
Support Information
It is possible to contact us, using Contacts page:https://
To ensure quick and efficient support, please provide the following information with your query:
- Order-ID or Premium support number (for registered users).
- Product name and version.
- Operating system name and version.
- Full problem description.
- Step-by-step instructions on how to repeat the problem.
Notice
Febooti shall have the right, at its sole discretion, to modify, add or remove any terms or conditions of this SLA without notice or liability to you. Any changes to this SLA shall be effective immediately following the posting of such changes on Febooti website.
In case of SLA modifications, changes will be indicated on top of this document. In addition, Febooti would like to assert that SLA will not be changed arbitrarily without reasonable cause.