Support Policy

Technical Support Policy

When you purchase Pixaria Gallery or AssetDeck, you are entitled to one year of free technical support and upgrades after which time you can purchase an annual upgrade and support extension. If your site has been heavily customised (with the exception of custom themes) and you would like assistance, then pay per incident technical support is available.

View License Agreement


Terms of support:

  1. Support is offered subject to the availability of the software developer (James Longstaff). While reasonable effort will be made to respond to support requests within 24 hours, this is not guaranteed and response times may be longer subject to weekends, holidays or personal matters.
  2. Support will only be provided for setup, installation and theme customisation and for questions relating to use of the software and its features and functions. Support is not guaranteed for queries relating to modification of the internal PHP source code of Pixaria Gallery.
  3. Technical support may be withdrawn for a licensee if they are found to be in breach of the Pixaria Gallery license agreement such as running the software on multiple sites or sharing licenses with others.
  4. When the support and upgrade period expires, a one year extension can be purchased here or from the my support page.

Support does not include:

  1. Assistance with any types of customisations involving changes to internal source code (except for sanctioned theming techniques).
  2. Repairs or reinstallation because of: server failures; changes made by hosting providers; or modifications made to the source code.
  3. Installation of upgrades (unless you have the 'Pro' support package).
  4. Assistance with moving an installation from one server to another.
  5. Installation of additional software tools (phpMyAdmin), libraries or PHP extensions (Zlib, Curl, GD, ImageMagick etc.).
  6. Server setup, configuration and maintenance such as for e-mail servers.