Cancelling a subscription
Cancelling a subscription
You can cancel a subscription on your billing page or by sending a message to Wovex Support with the subject line "Cancel Subscription."
A 14-day ‘cooling-off period’ applies to all subscriptions.
Our policy: In addition to your legal rights, we also allow you to cancel your software licences if you simply change your mind. Please notify us at [email protected] within 14 days, and we will refund your licence payments.
Service Levels
Service Levels
Wovex Limited shall provide the following Service Levels:
Severity 1 – Critical Business Impact
The problem or defect has one or more of the following characteristics:
The Software is not functioning in line with the specifications and no workaround is available.
Data is corrupted due to a defect in the Software.
Note: A Customer contact must be available in Severity 1 situations to provide the information required for problem diagnosis and to test/confirm the resolution.
Step 1 – Contact Support
Step 2 – Wovex Response - Immediate
Work will start immediately upon acknowledgement and will continue until a resolution is in place.
We will communicate status every 3 Business Hours.
Severity 2 – Significant Business Impact
The problem or defect has one or more of the following characteristics:
Severely degraded performance due to a defect in the Software.
Critical functionality is unavailable, yet the system can continue to operate in a restricted fashion. There is no workaround available to the Customer.
Step 1 – Contact Support
Step 2 – Wovex Response - Within 4 Business Hours
Work will start immediately upon acknowledgement and will continue until a resolution or an agreed action plan is in place. We will communicate a resolution or action plan within 8 Business Hours.
Severity 3 – Moderate business impact
The problem or defect has one or more of the following characteristics:
The Software is not functioning per the specifications, but most business operations continue.
Step 1 – Contact Support
Step 2 – Wovex Response within 1 Business Day
Wovex will research the issue and communicate a resolution or action plan within 36 Business Hours.
Severity 4 – Service Change Request
The problem has one or more of the following characteristics:
Configuration changes
Other non-essential services
Step 1 – Contact Support
Step 2 – Wovex Response within 2 Business Days
The request will be researched, and an action plan will be agreed upon with the Customer.
Severity 5 – Enhancement / Information request
The situation has one or more of the following characteristics:
The customer requests basic information or a product enhancement that is not currently part of the specification or product roadmap.
The customer requests a new instance, which will be provided within 3 Business Days, provided all payment terms, including providing a purchase order, have been met.
Step 1 – Contact Support – Message or ticket to Wovex or direct Feature request by users with the Feature Request system
Step 2 – Wovex Response within 4 Business Hours
Wovex will research and respond to the request. Wovex will consider and schedule feature requests based on popularity and alignment with the strategic roadmap.
Wovex Support can also add Feature requests for users at https://wovex.featurebase.app/
Delay in the approval of renewed contracts
Delay in the approval of renewed contracts
We understand that commercial processes don't always go as smoothly as hoped.
If a contract renewal is delayed, we follow a clear process.
The Process
We keep your environment available for 30 days after the current end date.
After 30 days, the service is stopped, and users cannot log in. Even though users can not log in and access it, the data is still preserved.
Once approvals are received, we restart the environment immediately, so it becomes available as before.
Any advance notice of potential delays is welcome so we can all prepare in advance.