Support Plans

The 12-month warranty covers the free correction of errors (bugs) in the standard core of the SoloMono platform, provided that the platform’s terms of use are fully complied with.

The warranty applies exclusively to:

• the functionality of the standard SoloMono platform core in the version that was installed and delivered to the client;

• errors that are reproducible in the unmodified core code and are attributable to the platform itself.

The warranty is valid only if all of the following conditions are met simultaneously:

• the website was installed and launched by SoloMono specialists;

• neither the client, third parties, nor the client’s contractors have made any changes to the platform’s code, files, database, or configuration;

• the standard platform core is used without third-party modules, integrations, or unapproved custom modifications;

• the platform’s technical requirements for the server environment and hosting are fully met.

The warranty period is 12 months from the date the production website is installed and launched by the SoloMono team.

The 12-month warranty does not apply to any work, errors, or changes that fall outside the standard core of the SoloMono platform or are not caused by the platform itself.

The warranty does not include, including but not limited to:

• any custom development or individual changes to logic or functionality;

• third-party modules, plugins, libraries, and integrations (payment systems, CRM, ERP, delivery services, third-party APIs, etc.);

Errors or unstable operation caused by:

• hosting limitations, configuration issues, or service outages;

• changes to the server environment;

• updates or actions of third-party services;

• design changes, layout (markup) adjustments, or UI/UX modifications;

• development of new functionality, expansion of platform capabilities, or changes to business logic;

Errors resulting from:

• unauthorized intervention by the client or third parties in the codebase, database, or configuration;

• use of the platform in violation of SoloMono’s technical recommendations. All work not covered by the warranty is performed on a paid basis and requires prior agreement with the client.

Communication hours with the SoloMono team include support from a dedicated account manager as well as the involvement of technical specialists for analysis, consultation, and assistance based on client requests.

Support tariffs do not include:

• development of new functionality,

• integrations with payment or logistics services,

• major design changes,

• complex SEO-related work,

• resolution of issues caused by an improperly configured hosting environment.

Such work is estimated separately and performed upon agreement.

Bugs caused by custom modifications or external modules are assessed separately and resolved for an additional fee, either based on an hourly rate or a custom estimate.

Once the allocated hours are used, additional hours may be provided at a rate of $40 per hour under a separate agreement.

All prices are listed in USD. Exchange rate differences, applicable taxes, or local payment fees may apply and are agreed upon separately.

Regular backups with test restores are included starting from the Basic plan. Backup frequency (daily or weekly) depends on the selected plan.

Issue escalation is handled through the dedicated account manager or direct contact with the technical lead. The Premium plan also provides direct access to the company director.

Monthly reports on completed work are provided for Basic plans and above. Higher-tier plans also include technical reports covering security, performance, and backup status.

To order a support package, please contact our support team by sending a request to support@solomono.net. We will review the feasibility for your project, advise you on available options, and provide further instructions.

You may submit a request at any time (24/7) by emailing support@solomono.net. It will be processed according to your plan’s priority once business hours begin.

Each support package is valid for one month. Once the included services or allocated hours are exhausted, additional work is billed separately at a rate of $40 per hour.