Policies & Terms of Service

Terms of Service

Service Description:
HelpWithScala.com is a subsidiary of Core Technology, Inc.,  a Scala Certified Partner & Reseller.  We maintain a support infrastructure for end-users of Scala Inc’s products.
Service Support Hours:
Customers can pay for and submit tickets via our website 24 hours a day, 7 days a week, 365 days a year.
Customers can expect acknowledgement of support tickets as listed below.  (All times listed are for Pacific Time).
 
Regular hours:
  • Monday – Friday  9:00 A.M. to 5:00 P.M. – Tickets acknowledged within 3 hours
Extended hours:
  •  Monday – Friday 12:00 A.M. to 9:00 A.M. and 5:00PM to Midnight – Tickets acknowledged within 8 hours
  • Saturdays & Sundays – Tickets acknowledged within 12 hours
Holiday Hours (USA):
  •      Tickets acknowledged within 48 hours
Payments:
Payments must be made before work can begin on a new ticket.  Only one incident is allowed per ticket.
Payments are non-refundable.
In the very rare event, we are unable to resolve an issue we will issue credit for use on future issues.
Escalation:
Some issues require escalation of levels.  In this case the customer must prepay the difference between the original level and the target level prior to continuing work on the ticket.
Issue Resolution:
Every effort will be taken to resolve an issue and close a ticket in the shortest possible time.  However, in some cases extra time may be required to properly diagnose and resolve issues. Therefore we cannot estimate, state or guarantee any specific time in which to resolve an issue.
Once the customer agrees an issue is resolved, the ticket will be closed.  If the same issue reappears within 7 days of closing, the ticket may be re-opened at no cost.  After 7 days an issue is considered a new problem.
Third parties:
In certain cases, we may enlist the assistance of third parties in the diagnosis and resolution of issues.  No personal information will be shared with any other parties at any time.
General Liability Release of Claims:
By using our services, customers agree to hereby release and forever discharge HelpWithScala.com, Core Technology, Inc., their agents, employees, successors and assigns, and their respective heirs, personal representatives, affiliates, successors and assigns, and any and all persons, firms or corporations liable or who might be claimed to be liable, whether or not herein named, none of whom admit any liability to the undersigned, but all expressly denying liability, from any and all claims, demands, damages, actions, causes of action or suits of any kind or nature whatsoever, which I now have or may hereafter have, arising out of or in any way relating to any and all injuries and damages of any and every kind, to both person and property, and also any and all injuries and damages that may develop in the future, as a result of or in any way relating to the use or our website, products or services.
It is understood and agreed that this Release contains the entire agreement between the parties; and that the terms of this Agreement are contractual and not merely a recital.
This Release shall be subject to and governed by the laws of the State of Nevada.