This Support Agreement (“Agreement”) is entered into by and between You as Amasty Customer using support
Services [“Customer”] and Amasty s.r.o., established and existing under the law of Slovakia, with its registered
office at: Špitálska 53, Bratislava - mestská časť Staré Mesto 811 01, Slovakia, Company Identification Number:
50 050 974, entered into the Commercial register of District Court of Bratislava I, Section: Sro,
Entry No.: 107496/B (“Amasty”).
This Agreement is an integral part of policies and terms regulating the work of Amasty website
to as “Website Terms”) and any other policies on that website.
The Agreement regulates Customer’s use of Support Services as stipulated in Clause 3 of the Agreement.
When using, requesting to use and purchasing license/subscription for Support Services, the Customer
acknowledges that they have read this Agreement, agree to the content of the Agreement and its terms,
and agree to use the Support Services in compliance with this Agreement and Website Terms.
Amasty reserves the right at any time at its sole discretion to change the Support Services and/or
this Agreement. Customer’s use of the Support Services after the effective date of any such change
constitutes their acceptance of the changed Support Services and Agreement.
The Customer acknowledges that the provision of Support Services under Clause 3 of the Agreement
comes into force in case the Customer acquires a respective Support License for the terms of,
by means and ways available at Amasty website to the date of Website Terms.
The Customer acknowledges that Support License is non-transferable and can only be applied to the
customer account the purchase was made through.
Support Services provided by Amasty connects the Customer with support agents in order to grant them
help with a set of Amasty support-related inquiries (“Support Services”).
Support Services may be included as part of the package purchased by the Customer or purchased
separately (as a one-time license purchase for a period of three (3), six (6) or twelve (12) months
or a subscription programme).
All and any Support Services shall only be provided in relation to Amasty Software as stipulated in
Clause 2 of Amasty Terms and Conditions
and shall not apply to third-party products or services, services delivered by Amasty and/or results
of such services, including but not limited to audits, custom development services, consulting and
other services that may be provided by Amasty or at Amasty website.
Support Services may include but are not limited to: pre-sale consultations, product functionality
consultations, installation and configuration consultations, issue verification on non-customized
environments, issue verification on Customer environment, issue resolution and debugging in case
such resolution is possible/viable.
The Customer may additionally purchase such Support Services as: extensions installation, extensions
configuration, Elasticsearch Engine installation by adding it to the cart at Amasty website or by
submitting a corresponding request via means available at Amasty website.
For avoidance of doubt, the following means of communication shall be available to Customers for
Support Services, unless otherwise offered at Amasty website or agreed with the Customer:
Amasty’s web-based helpdesk system. Shall at all times remain the preferable way to submit
a support request. In case other communication channels are used by the Customer, Amasty
reserves the right to create a support ticket in the helpdesk system and redirect the
communication with the Customer accordingly.
Online Chat. May be used by the Customer when support agents are available online. In case
Amasty staff is not available at the time of the request, or the requested Support Service
may not be provided via online chat, a corresponding ticket in the helpdesk system shall be
created and addressed upon support agents availability.
Phone. May be used by the Customer when support agents are available online. In case Amasty
staff is not available at the time of the request, or the requested Support Service may not
be provided via phone conversation, a corresponding ticket in the helpdesk system shall be
Email. The Customer may request the provision of Support Services by sending an email to the
email address provided at Amasty website. In this case, a ticket in the helpdesk system shall
be automatically created and communication henceforth will be held accordingly.
Rights and Obligations
Amasty undertakes to deliver Support Services in accordance with Website Terms, within reasonable
time and extent.
The Customer acknowledges and agrees that in case the Support Services requires so, Amasty may
request and Customer must provide additional data as stipulated under Clause 2
The Customer acknowledges and agrees that in case the requested Support Services demands so, Amasty
has the right, without additional confirmation from the Customer, to:
Create a copy of Customer’s production/live environment, including the Magento instance and
database, for further local deployment of the instance on Amasty’s internal development
servers for the sole purpose of issue verification and resolution. Amasty undertakes to
ensure that such servers are only available from within Amasty’s infrastructure, to
anonymize the data and treat all confidential information with at least the same level of
care as with Amasty’s own confidential information;
Create users is Customer’s backoffice for verification purposes, or, in case the backoffice
is unavailable, to create such users using SSH access credentials provided by the Customer;
In case the development environment of the Customer is available, to switch between the
modes (default, development, production) as the situation requires;
In cases that include but are not limited to Customer’s slow website load, parallel use of
the Environment by the Customer, compatibility issues detected or other, Amasty support
agents may generate and use for the debugging Customer’s environment dumps if such solution
is deemed most effective;
Modify environment configuration, included but not limited to code minification settings,
JS/CSS merging and bundling, static files settings and other settings that are reasonably
required for issue verification and debugging;
The Customer acknowledges that Amasty does not provide certain Support Services, such as issue
verification, issue resolution and debugging on Customer’s production environment(s).
In case the Customer doesn’t have, cannot or refuses to provide development environment, Amasty
reserves the right to:
Generate respective dumps, including database; or
Request the Customer to provide respective dumps; or
Deny to provide Support Service in case such dumps are not provided;
In case the Customer fails to provide or activate access credentials under Clause 4.2 of the
Agreement, Amasty reserves the right to request the Customer to provide respective dumps or to
generate such dumps upon the acquisition of the access credentials for the sole purpose of ensuring
seamless provision of the Support Services.
The Customer acknowledges that non-provision or delay in providing requested information under
Clause 4.2 of the Agreement, as well as delays in responding to Amasty’s support agents in a timely
manner may lead to delays, or in certain cases non-provision of Support Services. Any such delays
or non-provision of Support Services shall be Customer’s sole responsibility and shall not
constitute any breach on Amasty’s side in provisioning of Support Services under this Agreement and
Limitation of Liability
Amasty shall not be liable to the Customer for any damages, including but not limited to loss of
profit and/or saving, or identical, or consequential, caused to the Customer, Customer’s information
and/or business entity, arising out of the use or inability to use Support Services.
Amasty shall not be liable for prosecution arising from the use of the Support Services against the
law or for any illegal activities by the Customer with the use of the Support Services.
For avoidance of doubt, the Customer is solely responsible for their use of the Support Services
and is liable for any resulting damage therefrom to the maximum extent permitted by the applicable law(s).
The limitation of liability does not apply to the violation of confidentiality, intellectual
property, copyright or other rights of the Parties, fraud or other purposeful violation of law(s)
Term and Termination
This Agreement remains effective until terminated naturally, or in case of termination by the
Customer or Amasty under Website Terms.
This Agreement has been valid and effective since December 1, 2020.
This Agreement cancels the terms of the previous Agreement.
This Agreement constitutes an integral part of Website Terms.
In case of conflicting regulations relating to Support Services imposed by this Agreement and
Website Terms, the Agreement shall prevail.
Amasty reserves the right to adopt any changes and amendments hereto. The up-to-date version hereof
is available on www.amasty.com.
Potential disputes between Amasty and its Customers may be subject to an out-of-court settlement in
accordance with clause 11.4 of Amasty Terms and Conditions.
The last update of the document was on December 1, 2020.