What is Technical Support?

The EROL Helpdesk is available for customers to submit genuine problems concerning the operation and use of EROL software that cannot be resolved through use of the manual or the extensive EROL Knowledge Base. If you have tried these and other support resources but can find no answer to your question, please susbcribe to the Helpdesk and then create a ticket for our EROL Support technicians who will be pleased to help.



If your question is related to product availability and upgrades, pricing, training, design and hosting services, please contact Sales on 0870 747 9141 or e-mail info@erol.co.uk

How to get the fastest response to your question...

The detail and time of the response you receive from us will depend how your question is submitted. When submitting your question, please be as detailed as possible when describing any action you have taken, subsequent messages or errors displayed, the URL of your live store etc.
There is no need to send any files unless requested to do so by an EROL Support technician.

EROL Support Terms & Conditions

EROL Support, under these Terms and Conditions, we will provide reasonable and good faith efforts to resolve your enquiries arising from your use of EROL Software in accordance with the documentation provided with the software.

EROL Support will provide technical support in response to your enquiries relating to:

• Installation of EROL software (all Editions), relating to new installations or upgrades;
• Features and functionality of EROL Software as described in the documentation provided with the software;

Due to the environments into which EROL software may be installed, EROL Support cannot guarantee to resolve enquiries relating to network environments in which EROL may be used, including firewall, proxy server and other connectivity-related issues.

Also, EROL Support cannot guarantee to resolve issues related to services provided by third parties, including web host providers, payment service providers or other third party software used in conjunction with EROL software.

EROL Support may not provide Technical Support where it reasonably determines (in its sole discretion) that:

• Your use of EROL Software is outside that set out in the documentation included with the software;
• Your enquiries relate to business practice, application consultancy or training;
• Your use of the Support offered is excessive, abusive or fraudulent;
• You are not using the latest version of EROL Software or its immediate predecessor; or
• You have breached the End-user Agreement.

• Those relating purely to design and layout that cannot be considered incorrect operation of the software.
  
• Those that are covered either in the Manual or via the other available support resources.
  
• General layout or display issues resulting from the addition of HTML or third-party script(s) that has been copied from an external source or hand coded within the product.
  
• JavaScript error messages or cart operational issues that occur as a result of adding third-party script(s) (either hand coded or copied from an external source) and where the problem disappears once the code has been removed.
  
• JavaScript error messages or cart operational issues that occur as a result of having browser Popup-Blocking features enabled.
  
• Issues related to Network/LAN, Firewall or Proxy Server configuration.
  
• Hosting issues where hosting details are not entered correctly or the hosting account does not support the features required by EROL to operate on your server.

• Premium Support is provided between 10.00am and 5.00pm (GMT), excluding Public Holidays. EROL Support reserves the right to limit each telephone call to one single support issue or question for a duration of thirty minutes (an "Incident").
  
• The Terms & Conditions of Premium Support provide up to 10 Incidents may be used during the term of this agreement, which is limited to 12 months from the time of purchase.
  
• If an Incident is identified by EROL Support as resulting from a bug or malfunction of the EROL Software, the Incident will be recorded as such and your total Incident balance will not be affected.
  
• Support calls may be recorded to maintain quality of service and for training purposes.

Helpdesk - Availbility

• Helpdesk Tickets will be responded to within 72 hours, Mon-Fri (excluding Bank Holidays), during office hours.
  
• In the unlikely event of you not receiving a response within 72 hours, please call 0870 747 9142 and state you Helpdesk Ticket Number, which will allow our support team to track your support issue.

Nothing in this Agreement shall exclude or limit the liability of either party for death or personal injury resulting from the negligence of that party or in respect of fraud or of any statements made fraudulently by that party, or arising under Part 1 of the Consumer Protection Act 1987 in respect of any defect in any version of EROL Software.

Subject to the exception set out in paragraph 1 above and to the extent permissible by law, EROL Support will not be liable to you whether in contract (including under any indemnity or warranty), in tort (including negligence), under statute or otherwise for any (whether direct or indirect): (a) loss of profit; (b) loss of revenue; (c) loss of sales; (d) loss of anticipated savings; (e) loss or corruption of data; (f) loss of contract or opportunity; (g) loss of goodwill; (h) costs incurred in modifying the EROL Software (whether in accordance with the Software Documentation or not); (i) unreasonable costs in remedying any loss; or (j) indirect or consequential loss.

Subject to the exception set out in paragraph 1 above and to the extent permissible by law, in the event that EROL Support is liable to you in contract (including under any indemnity or warranty), in tort (including negligence), under statute or otherwise its liability shall be limited to a claim for the fees paid for provision of Technical Support during any single consecutive 12 month period after your acceptance of this Agreement for any one event or series of connected events. Any action against EROL must be brought within 1 year after the cause of action arises.

Neither party shall be liable for any delay in performing any of its obligations hereunder if such delay is caused by circumstances beyond the reasonable control of the party so delaying and such party shall be entitled to a reasonable extension of time for the performance of such obligations.

If any provisions of this agreement are held to be invalid under any applicable statute or rule of law, they are to that extent omitted from the agreement without affecting the validity or enforceability of the remainder.