Support Services Agreement
The following terms and conditions (these "Terms") govern the
provision by Balance Servers, Inc. ("Company") of the support
services referred herein as ("Support Services") which are provided
to the client referred to as the ("Customer") once they have ordered
any product and/or service from the Company. The Support Service
Descriptions, these Terms and the attachments and any addenda
hereto, executed with respect to the Services and Products, are
referred to herein, as this ("Agreement.").
The company agrees to provide support services based on but not
limited to the following guidelines.
Customer may request support for their software product by utilizing
the Company's secure support portal system located at
Client login information is sent out within each welcome email. If
you lose you login information, please visit
https://clients.tcadmin.com and click the "Support Link"
Then the Request a Password Reminder by clicking here option. Enter the email
address which you signed up for service with. Once entered the
system will email out your login details to you.
Once logged into the system, click "Support" at the top of
the page. Clients can enter, view and respond to tickets here. Or you may send any email
to the following email addresses depending on their issue. A ticket will automatically be created
within that department.
The company will not accept support questions via telephone.
Telephone numbers listed on the Company's website are to be used for
sales inquiries only. They are not to be used for
support related questions.
Customer agrees to only enter support issues that pertain to the
Company's software and/or licensing. This does not include, and is
not limited to the following.
- Game Server or Voice Server software questions unless it
has to do with configuration within the TCAdmin software
itself. This also does not include how to create game
configuration files for a particular game type. Users may
request a game configuration file for TCAdmin in the client
forums located on the Company's website if they wish.
- Third party game server modifications (mods).
- Third party server management tools.
- Operating system questions.
- Firewalls, both hardware and software, that may
interfere with the proper operation of the software.
- Mail Server Software
- Where to gather game files and what type of media is
required for game servers.
- Antivirus software which may interfere with the proper
operation of the software.
- Installation and configuration of third party software
packages such as IIS (Internet Information Services), or the
MYSql Database server.
The Company does not, and is not required to provide support
services via live chat methods such as AIM, IRC or MSN.
The Company will respond to all support requests within 24 hours
from the time it has been posted to our support system. In most
cases it is much shorter.
The Company may at its sole discretion allow for support via
telephone or other realtime communications software if it deems
the problem an emergency.
The Company reserves the right to make changes to this agreement
at any time provided it has made an official announcement
regarding the changes via mass email to all clients or via an
official post in the Company's client forums.