Customer Support
24 hour response time, Monday to Friday
Managed Support Service
We are here to help you get the most out of your SkaDate software. Whether you need help with installation, configuration, or troubleshooting, our expert team is ready to assist.
Important: Technical Support is exclusively available to active subscribers of SkaDate Prime and SkaDate Prime Ultimate.
Support Access for New Licenses
When you purchase a new software license, you receive a complimentary period of Managed Support to help you launch smoothly:
- Silver License: 1 Month of Free Support.
- Gold License: 3 Months of Free Support.
After this period expires, an active SkaDate Prime subscription is required to continue receiving Skadate engine updates and technical assistance.
What is Included?
1. Installation & Updates
- Initial Setup: We will assist with the proper installation of the software on your server.
- Software Updates: We provide and help install official updates for the SkaDate engine, templates, and plugins (for unmodified platforms).
- Re-installation: If you move servers or need a fresh start, we will upload and install the software for you.
2. Configuration & Management
- Admin Panel Consulting: Step-by-step explanations of admin panel settings and features.
- Language & File Uploads: We can upload language packs or replace default logos/images with files you provide (per template requirements).
- Basic Guidelines: Advice on basic software functionality and general usage.
3. Troubleshooting & Maintenance
- Bug Fixes: If you find a bug in the core SkaDate code, we guarantee to fix it for free in a timely manner.
- System Restoration: If you accidentally break a part of the script, we will restore it to its default working state.
- Issue Investigation: We investigate reported server or software errors to identify the root cause.
What is NOT Included?
Managed Support covers the maintenance of the existing platform functionality. It does not include custom development.
- No Code Modifications: We do not perform custom edits to PHP, HTML, or CSS code within the support scope.
- No Custom Features: We do not build new features specific to your project.
- Third-Party Plugins: We do not fix or debug plugins purchased from third-party developers.
Need custom work? Our support specialists can provide advice or give you a quote for Hourly-Based Custom Development.
Operation Hours & SLA
- Platform: All support is provided via our secure Ticket System in the Client Area.
- Hours: Monday through Friday, 9:00 AM to 6:00 PM (GMT +6).
- Response Time: We guarantee a response within 24 hours (on business days).
Premium Add-on: 24/7 Managed Server SLA
While our standard Managed Support covers the SkaDate software during business hours, our Server SLA is an insurance policy for your underlying infrastructure. This service is designed for growing and high-traffic dating businesses where every minute of downtime equals lost revenue.
Price: $249/month
What is Included in the SLA?
- Proactive 24/7 Monitoring: We continuously track your server’s critical metrics (CPU, RAM, disk space, and database load) around the clock.
- Emergency 24/7 Response: If your server goes offline—even in the middle of the night—our on-call engineers will receive an alert and work to bring it back online immediately, without waiting for regular business hours.
- Automated Off-Site Backups: We configure, monitor, and regularly verify automated backups of your database and user media to ensure your data is always safe.
- System Maintenance: We handle routine OS security patches, automated SSL certificate renewals, and essential system log management to prevent unexpected disk overflows.
Requirements & Service Boundaries:
- Infrastructure: Requires root access to your server hosted on a reliable cloud provider (e.g., AWS, DigitalOcean, Linode). Shared hosting environments are not supported for this add-on.
- Scope of Responsibility: The SLA covers infrastructure-level failures (e.g., out-of-memory errors, service crashes, traffic spikes). Please note: if a server crash is caused by custom code modifications, unsupported third-party plugins, or user error, the recovery work falls outside the SLA and will be billed at our standard hourly development rate.
