Technical support and mentoring of Drupal web-applications in regular and emergency cases
1. General provisions
1.1 According to these Terms the team of specialists operating Drupal Emergency website (hereinafter referred to as “the Service”) shall provide services in the field of information technology to the person who has ordered them (hereinafter referred to as "the Customer").
1.2 These Terms determine terms of Service use by the Customer.
1.3. These Terms are binding from the moment a request for services has been sent by the Customer.
1.4 These Terms do not cancel or limit the current laws of Ukraine.
1.5. Website administration disclaims all liability for any damage that may occur regarding use or misuse of the content on this website.
2. Policies and procedures for providing services on the Drupal Emergency website
2.1. All services of Drupal Emergency website become available to the Customer after the Customer has sent a relevant application on Service website and after all the organisational questions have been agreed between an authorized employee of the Service and the Customer.
2.1.1. An authorized employee of the Service shall contact the Customer within one business day after the Customer has sent the service request. An authorized employee of the Service shall explain the procedure for providing services to the Customer and shall ascertain the tasks that are to be implemented within the scope of work ordered by the Customer.
2.1.2. An authorized employee of the Service shall contact the Customer, and perform a coordinating work on the tasks set by the Customer. An authorized employee of the Service is responsible for providing the Customer with the report on the work completed within the services ordered by the Customer.
2.1.3. Communication between the authorized employee of the Service and the Customer is implemented via e-mail, “Support” bug-tracking system (see “How to work with “Support” bug-tracking system) and (or) with the help of “Skype” program.
2.1.4. The authorized employee of the Service uses the best endeavours to reach accord with the Customer, but the responsibility for the completeness, accuracy, clarity and comprehension of the task is borne by the Customer.
2.2. Any and all advice, consulting services, analysis and estimations of the Customer’s tasks are paid services.
2.3. The Customer is provided with an access to “Support” bug-tracking system (see “How to work with “Support” bug-tracking system) to formulate the task requirements. This system provides the possibility to view the tasks’ statuses and the remaining balance of the working hours, leave comments to tasks, and so on.
2.3.1. After the Customer has formulated the tasks, the team of specialists analyses them and estimates the work load. When such procedure is completed, the authorized employee of the Service shall notify the Customer about the deadlines and costs of the tasks via “Support” bug-tracking system (see “How to work with “Support” bug-tracking system).
2.3.2. Estimate (working hour) is a measure of task labour-intensiveness, it is not to be confused with deadline. Thus a certain number of paid working hours does not presuppose task implementation within the corresponding time period.
2.3.3. Task deadline can be changed when at least one of the following circumstances interferes into the process of task fulfilment:
220.127.116.11. The Customer changes conditions of the task.
18.104.22.168. The team of specialists changes the work load after the analysis.
22.214.171.124. Because of the force majeure events. According to these Terms the force majeure events is an impact of the circumstances beyond one’s reasonable control which could not be foreseen or could be foreseen, but the negative effects of which could not be prevented. Present Terms also recognize socio-political phenomena (strike, war, terrorism, and so on) as force majeure events.
2.4 The relationships between the Customer and The Service are treaty ones. The handover of works implemented by the Service’s team of specialists is accomplished by performing mutual implicative actions by both The Service and The Customer.
2.4.1. After work is completed the authorized employee of the Service assigns a “Resolved” status to the task in “Support” bug-tracking system (see “How to work with “Support” bug-tracking system). The Customer is considered to accept the work when he assigns “Closed” status to the task in “Support” bug-tracking system (see “How to work with “Support” bug-tracking system). If there are some comments concerning the work, the Customer assigns “Reopened” status to the task in “Support” bug-tracking system (see “How to work with “Support” bug-tracking system), and after that the recurring discussion of the task between the authorized employee of the Service and the Customer is established.
2.4.2. If the Client has done no actions regarding the task in “Resolved” status (commenting, changing the status of the task) within one (1) calendar month the works on this tasks are considered to be accepted by the Customer and “Support” bug-tracking system assigns the “Closed” status to it automatically (see “How to work with “Support” bug-tracking system).
2.5. In order to ensure an effective cooperation, as well as to prevent intentional procrastinating of the process of providing services by the Customer, the Customer agrees that the relationship is considered to be terminated and the remaining balance of the working hours is considered to be lost if during one (1) workweek the Customer does not establish contact, reply to messages, comments, emails and other notifications sent or directed by the authorized employee of the Service to the Customer via e-mail services, “Support” bug-tracking system and (or) “Skype” program.
2.5.1. Sanctions set out in paragraph 2.6. of present Terms are not applied if the Customer has warned about an oncoming break in communication in advance (but no later than one day before the break) and (or) if such a break in communication was caused by the circumstances that are recognized force majeure events by these Terms.
3. Final provisions
3.1 According to these Terms the relationships between the Customer and the Service are treaty ones. These Terms are binding from from the moment when the Customer have submitted the appropriate agreement to these Terms and shall remain valid until the Service fully completes the works which were ordered by the Customer or until the date of unilateral termination of relationships.
3.2. The Service and the Customer agree that any disputes arising in implementation of relations regulated by these Terms shall be resolved through negotiations and reaching a compromise.
3.3. The Site Administration may make changes and (or) additions to these Terms unilaterally without any special notification. The changes shall come into force after publication of a new edition of the Terms on the Site. The Site Administration recommends that the Customer check the conditions of these Terms regularly for changes and (or) additions. The continuation of use of the Site by the User after changes and (or) additions are made to these Terms will mean the Customer’s agreement with and acceptance of such changes and (or) additions.
3.4. The administration is always ready to take into consideration suggestions and proposals initiated by any Website’s user concerning the work of the Service.
3.5. By accepting these Terms, the Customer approves the use and handling of their personal data, with the purpose of adding such data to the relevant databases to ensure smooth Customer care by the service.
3.6. Any personal data that is passed or can be passed to implement the relations regulated by these Terms, make a confidential information not to be disclosed, and (or) passed in any form, except as otherwise permitted by applicable law or due to the requirements established as a result of judicial or administrative proceeding, or by any judicial or governmental act.