You should carefully read the following Terms and Conditions. Your purchase or use of our products implies that you have read and accepted these Terms and Conditions.

Membership:
The membership starts with the entry of the payment. Our system stores all paypal-transaction information. Membership ends at the end of the last subscribed month 11:59pm (GMT+1). The user can renew his subscription before this time without losing unused support calls. If the user renews after this point, old open calls are lost. Our system will remind you at least three days before your subscription expires. Subscriptions through paypals subscription service will automatically be renewed without losing old open calls until the user cancels his subscription.

Definition "Full Support Call":

A "Full Support Call" (FSC) is a problem of a member of the support club submitted through our support system. The user has to provide all information he can get hold off to describe the problem as complete as possible. The user has to provide contact name, emailaddress, skype-name (if available), telephone and faxnumber. Backauf Consulting GmbH will try to find a solution for the problem in the shortest possible time. The member has to submit additional information if requested from Backauf Consulting GmbH. The maximum process time for a FSC is 3 hours (net) within 3 workdays. If the member wants to continue the work on the call, additional costs may be charged. If a problem cannot be solved by Backauf Consulting GmbH, the members number of open calls is not reduced. If a call is completed successfull, the number of open calls is reduced by 1.

If the problem is identified in combination with another 3rd party component, the user has to send the component by mail. If the component is not opensource, the member has to provide a licensed version or the written acknowledgement that we are allowed to install the component for the support call. Under no circumstances Backauf Consulting GmbH has to buy a 3rd party component to solve a call.

A support call will be answered through our support system. The system will automatically send an email to the member. If the solution of a problem requires changes at any files or database, the changes have to be done through the member. Every change that shall be done through Backauf Consulting GmbH requires additional confirmation. Additional costs may be charged for that.

If the member asks Backauf Consulting GmbH to apply changes to files, settings or database (includes csv-import), the member has to confirm that he has made and checked a backup of files and database. If no backup is made, Backauf Consulting GmbH will make a backup according to the pricelist. We will not change any files or database without a backup!

Definition "Single Answer Call":
A "Single Answer Call" (SAC) is a question or a problem that can be solved/answered in one single step. No further investigation of the problem is included. Backauf Consulting GmbH may check the frontend of the shop for a better understanding of the question. If the user places a "SAC" that requires more investigation, it can be changed to a "FSC" with prior consultation. All other terms / response times are the same as for "FSC". 

Response-Time:
Backauf Consulting GmbH guarantees a response to a "full support call" or a  "single answer call" within the time which is part of the subscription (e.g. 24 hours or 12 hours). For calculating the response time, our german business times are valid. Our business times are Monday - Friday, 9am - 6pm. The response time will only start within our business times. 24 hours examples: incomming call 11am - response until next day 11am; incomming call 2am - response until next day 9am; incomming call Saturday 3pm - response until Tuesday 9am. We try to cover different timezones through our support-team, so for different countries we will offer different business hours in the future.

Backauf Consulting GmbH has the right to decide which supporter is assigned to a call.

Cancel Membership:
If Backauf Consulting GmbH cannot solve more than the total number of support calls in a subscription period plus 2 of valid FSC or the response time of more than one FSC or more than 5 SAC exceeded more than 50%, the member has the right to cancel the membership and will receive the value of his open calls refunded.