Technical Support

You are welcome to contact us on our support desk and create a ticket for technical questions you may have regarding our products

Please remember that our support team is here to HELP you resolve your technical problem.

ALL our products have been TESTED and we expect them to WORK. When they don't work on YOUR server, most of the time it means that some settings is NOT right and need to be changed.

Please note that in order resolve the problem, our support desk need first to understand and identify the problem. So please take some time to describe your problem, the product you are using and your server's environment

Also, before creating a support ticket, please make sure you read the documentation, downloaded the latest version and installed it according to the specifications listed in the README file

This agreement is based on mutual respect. We respect you as a person, and we require that you respect us. Any attempt to use bad language, profanity and/or insults in your ticket will result in your losing the right to technical support, software updates and refund. Same thing applies to a client who start threatening us.

Let us make support time a PLEASANT experience for both you -the client- and us -the support team :-)

Our technical support is subject to the following terms and conditions.

Terms & conditions

1. We offer technical support on the following basis:

• Technical support is free.
• Technical support is valid for a period of 6 months as from the date of purchase.
• We assume NO responsibility whatsoever for changes made to clients' website during support intervention.
• Client should either ask support to make changes on a test website or backup ALL data prior to requesting support desk assistance.
• Support desk shall use reasonable effort to resolve client's issue in a timely manner.
• Usually, client can expect an answer to his question within 1-2 business days and a resolution within 1-2 weeks
• However providing a FREE service, support desk is under NO obligation to answer questions within a specific time frame and has NO obligation to manage to resolve the issue submitted by client

2. In order to benefit from our technical support, you must have: -

• subscribed to our 'Technical Support' Extra
• registered with our support desk at: www.mass-automation.com/support
• created a ticket on support desk with the description of their problem

3. By requesting technical assistance from support desk, your agree to be bound by the terms & conditions of our refund policy. This includes without being limited to the following: -

• Once you have requested assistance from support desk, you can no longer request a refund provided that support desk resolved the first issue you submitted.


• By requesting assistance from support desk, you agree to waive you right to request a chargeback from your credit card company. If needed, you shall instead request a refund as per our refund policy. Should you in any case decide to make a chargeback request, you agree to indemnify us for any costs, including lawyers fees, incurred when defending ourselves against such chargeback request.


• You understand that these rules are to protect us from clients asking us to spend time fixing issues on their server and then requesting a refund and/or a chargeback, leaving assuming the cost of the free support we provided without any corresponding income.

4. Please note that: -

• We handle only product specific questions. For obvious reasons, we cannot handle general questions, including but not limited to Web, SEO, HTML, hosting, download, compress/uncompress, email questions.


• We are NOT a real-time support service. We handle questions raised by clients one by one.


• In order to be answered in a timely manner technical questions need to be submitted in client's ticket and NOT sent by email.


• There is NO technical support via email or phone.


• There is no Service Level Agreement. Remember we are a FREE service...


• There is NO technical support during maintenance hours


• Tickets are automatically closed after 8 days of inactivity


• If two tickets are opened for the same issue, the older ticket automatically closed.


• Once the initial question has been resolved the ticket is closed. If client would like to submit another question, he should create a new ticket. This is done in order to avoid long thread tickets covering several, unrelated questions...


• Some of our products are dependent on connection with third party websites. There may be posting errors to some of these sites for several reasons. One of them is because the login or posting process has changed. We update such products on a regular basis to take into account such changes. Between these updates, support desk will not correct these posting errors as they are expected to be fixed with the next release.


• A technical issue is considered to have been fixed once it has been solved or is no apparent on the site which client requested us to test. If client is having the same problem on another site, we assume that the problem is specific to that site.


• A technical issue is considered to have been fixed if we identified the issue as being specific to client's site or server.


• Once an issue has been fixed on client's server, client is responsible for backing up the code which has been fixed. We don't usually keep track of changes made on client's server.

5. We do NOT provide technical support to clients who: -

• attempt to abuse our refund policy


• attempt to circumvent our license agreement.


• do not subscribe to or unsubscribed from our 'product update' email lists


• create more than one tickets for the same technical issue or post several posts in the same ticket in a very short time frame.


• attempt to circumvent our support guidelines.


• refuse to answer questions asked by support desk.


• attempt to mislead us by making wrong claims such as, including but not limited to, they can't register with or login into support desk, they can't download files, they don't how how to unzip files and/or they have installed our software whereas this is not the case.


• refuse to allow support desk to login into their server in order to resolve their technical problem.


• makes unpleasant, sarcastic, unfair, rude and/or disparaging comments about us or threaten to make such comments.


• operate websites which are involved, directly or indirectly, in ANY illegal, immoral, unethical and/or questionable activities.

The above includes but is not limited to websites promoting:
(i) any material that violates any applicable laws, including without limitation the laws of the United States, the laws of any state or commonwealth within the United States, and the laws of any other jurisdiction that may apply;
(ii) any material that restricts or inhibits any other user from using and enjoying the Internet;
(iii) any material that is considered as SPAM, 'black hat' tactics or contrary to the Internet 'code of conduct';
(iv) any material that is unlawful, threatening, abusive, harassing, defamatory, obscene, offensive, harmful, obnoxious, pornographic, profane, sectarian, or indecent, including without limitation any transmissions constituting or encouraging conduct that would constitute a criminal offense, give rise to civil liability or otherwise violate any applicable law or regulation;
(v) any material that contains viruses or any other element or component that has a capacity or potential to interrupt, destroy, interfere with, permit the unauthorized use of, or limit the functionality of any computer software or hardware, any telecommunications equipment, or any communications network;
(vi) any material that violates or infringes the rights of others, including without limitation rights under copyright, trademark, or patent law; rights of privacy or publicity; rights under defamation law; or rights under securities or other applicable law; or

We expressly reserve the right to include in the above definition ANY client whose material is not deemed by us suitable.

We have the right to change terms and conditions for technical support at any time. Any changes will be posted here on our website and it is client's responsibility to check for changes.