Differences

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--- requesting_support_from_lucy_security [2019/07/25 12:49] – external edit 127.0.0.1
+++ requesting_support_from_lucy_security [2021/08/02 19:11] (current) – [Charges and Billing] lucy
@@ Line 6: / Line 6: @@
 ===== Dates and reviews =====
-LUCY warrants support-services on workdays, Monday through Thursday, between 8.00 am and 5.00 pm and Fridays between 8.00 am and 1.00 pm. CEST respectively CET.
+LUCY warrants support-services on workdays, Monday through Thursday, between 8.00 am and 5.00 pm and Fridays between 8.00 am and 1.00 pm. CEST\CET, CST\CDT.
 ===== Coverage and paid vs. free support =====
-This contract covers the LUCY software and eventually the infrastructure (VPS) that is provided by LUCY. All support activities related to software bugs are free of charge. All other issues will be charged. Examples of issues which are not considered as LUCY bugs:
+This contract covers the LUCY software and eventually the infrastructure (VPS) that is provided by LUCY. All support activities related to software bugs are free of charge. All other issues will be charged. Examples of issues which are not considered as bugs:
   * Application or System problems **caused by changing anything within the Linux operating system** on which LUCY runs.
@@ Line 19: / Line 19: @@
   * DNS configuration issues caused by DNS entries not made by LUCY
   * Issues based on unpatched LUCY versions
+  * Modified templates, different from its original state
 Having said all that, LUCY aims to be helpful and accommodating at all times, and will do its absolute best to assist the client wherever possible.
@@ Line 47: / Line 48: @@
 ===== Charges and Billing =====
-The hourly price for support services is USD [90] per hour. Support bills will be created [ monthly | yearly ]. All invoices issued hereunder are due and payable within thirty (30) days of the date of the invoice. All amounts that are not paid on time by Customer shall be subject to a late charge equal to one and one-half percent (1.5%) per month, or, if less, the maximum amount allowed by applicable law.
+The hourly price for support services is USD [130] per hour. Support bills will be created [ monthly | yearly ]. All invoices issued hereunder are due and payable within thirty (30) days of the date of the invoice. All amounts that are not paid on time by Customer shall be subject to a late charge equal to one and one-half percent (1.5%) per month, or, if less, the maximum amount allowed by applicable law.