Support Policy

Support is defined as after-sales service provided by IKAN Development N.V. in solving software conflicts and usability problems, and in supplying updates and patches for bugs and security holes in the program.

 

Support Fees and Eligibility

Support is offered at no additional cost for subscribers, regardless of the subscription type. The subscription limits the support to the domain(s) specified in your subscription. You are eligible for support only if you direct your inquiries to IKAN Development N.V. by completing the contact form located at https://www.ikanalm.com/contact-us.html.

Any follow-ups and replies are between IKAN Development N.V. and the subscriber and will not be shared with 3rd parties unless required by law. You are solely responsible for the information you provide in the above mentioned form.

In particular cases, IKAN Development N.V. requires access to your installation of the subscription download or to any other IT environment related sections (including but not limited to: your server, your database) in order to resolve your support inquiry. All information you provide will not be shared with 3rd parties and will only be stored by IKAN Development N.V for future references.

As such, we will require direct access to your installation of the subscription download in order to debug and perform any tests that we deem relevant for determining the malfunctioning of software on your installation. If you cannot meet these requirements, we are not bound to provide support as we cannot determine the cause of your issues.

Your subscription will be immediately activated after we have successfully received your payment. Although payments are usually done instantly or in the following minutes, our payment processor might not accept your payment, in which case IKAN Development N.V. is not held responsible. Any payment processor related inquiries are under the effect of the Avangate (now 2Checkout) Terms and Conditions.

 

Support Limitation

Support is offered in English, French and Dutch only.

Support is limited to: help and advice regarding our subscriptions and services; help regarding usage of our products; non-documented issues regarding our software.

Support does not include alteration or modifications of our products or any other products (Joomla!, WordPress related or unrelated) to meet a certain need.

 

Support Period

IKAN Development N.V. is not obligated to provide support, access to downloads or any other services being offered in the subscription beyond the end of the term indicated by your subscription unless you renew your subscription on or before the expiration date by agreement between IKAN Development N.V. and you.

The "lifetime" of an IKAN Development N.V. product is defined by the time in which the product is "active". Products are considered "active" when they are being developed and updated to keep track with the current versions of Java. IKAN Development N.V. is not obligated to provide support for "end of life" products.

 

Use of the Subscription

Although downloads are not limited, subscriptions cannot be shared. Sharing or other methods which allow for multiple, simultaneous downloads (and thereby affect the performance of this website) are strictly forbidden and may result in termination of your subscription.

You may not sub-license, assign, or transfer your subscription to anyone else without prior written consent from IKAN Development N.V.

You may not claim intellectual or exclusive ownership to any of the products, modified or unmodified. All products are property of IKAN Development N.V. The products are provided "as is" without warranty of any kind, either expressed or implied.

In no event shall our juridical person be liable for any damages including, but not limited to, direct, indirect, special, incidental or consequential damages or other losses arising out of the use of or inability to use the products.

Subscription expiration implies the termination of the support, update (membership details and product source code) and other download specific services.

 

Product Updates

All of the products are designed for the latest version of Java, but we can give no guarantee, that the products will run with future versions of Java.

Subscribers may use any of the endorsed methods of communication to address any issues related to software versions.

During the subscription time, we do not guarantee any new updates nor do we provide any deadlines or development paths for updates. Update deadlines and development paths are for the private use of IKAN Development N.V. only and will not be released to the public unless otherwise stated.

However, we do commit on providing a good service for our subscribers and we will do our best to ensure that our products are up to date and functional.

 

Termination of Service

We reserve the right to terminate your service if the support policy is violated. In the event of the termination of service, you are not allowed to keep using already installed products, nor will you receive support or updates from IKAN Development N.V.

We give and expect common courtesy during the application of the support policy. Any foul language will not be tolerated, be it from IKAN Development N.V. or from the person requesting the service.

 

Updates and Changes

The IKAN Development N.V. Support Policies may be updated from time to time and are subject to change at IKAN Development N.V. discretion. We reserve the right to modify the Support Policy at any point without prior notice.

Even though this Support Policy is effective for subscribers only, we reserve the right to apply all or any portion of it to non-subscribers.