ProntoGUI Priority Support — Terms
Effective for purchased priority support plans.
1. What’s Included
A Priority Support subscription entitles the customer to:
- Direct support channel — access to dedicated support by email, separate from the public GitHub issue tracker used by free users.
- Response SLA — a first response within 2 business days (Mon–Fri, excluding holidays) for each support request submitted through the priority channel.
- Up to 6 support tickets per 12-month term. A “ticket” is one issue thread, from first message to resolution or closure, regardless of how many messages it takes to resolve.
2. Named Individual
Priority Support is licensed to a single named individual — the purchaser, identified by the email address used at checkout — and is not transferable to other individuals or shared across a team or organization. Support requests must originate from and be conducted with the named individual. A named individual may loop in a colleague for context on a specific ticket, but the support relationship, and each ticket used, remains attributed to the named individual, and requests originating from other individuals will not be treated as covered under the subscription.
If PRONTOGUI, LLC observes support requests originating from multiple distinct individuals under a single subscription, PRONTOGUI, LLC may reach out to the purchaser to designate one individual going forward.
3. Scope of Support
Priority Support covers:
- Help using ProntoGUI’s documented APIs and components
- Help using the ProntoGUI App
- Troubleshooting integration issues within your Go application
- Guidance on configuration, deployment, and common error messages
- Confirming and helping work around suspected bugs in ProntoGUI itself
Priority Support does not cover:
- Custom feature development or code written on the customer’s behalf
- General Go tutoring unrelated to ProntoGUI
- Code review of the customer’s broader application
- Architecture or design consulting for the customer’s product
Requests outside this scope may be quoted as a separate, fixed-fee consulting engagement at PRONTOGUI, LLC’s discretion.
4. Ticket Usage and Overages
- Each subscription term includes up to 6 tickets. Unused tickets do not roll over to the next term.
- If a customer’s needs exceed 6 tickets in a term, additional tickets may be purchased individually at $59 each, or the customer may upgrade to a higher-usage tier if one becomes available. Overage tickets are only valid for customers with an active Priority Support subscription at the time of purchase; if purchased without an active subscription, PRONTOGUI, LLC reserves the right to refund the purchase and direct the customer to the base plan instead. Overage tickets must be used within 20 business days of purchase; unused tickets expire after that period and are non-refundable. Contact support@prontogui.com for details on purchasing additional tickets.
- Any single ticket that grows unusually large in scope (e.g., extensive custom debugging, multi-day back-and-forth beyond typical troubleshooting) may, at PRONTOGUI, LLC’s discretion, be converted into a fixed-fee consulting engagement rather than continuing under the support ticket allotment. The customer will be notified and given the option to proceed before any additional charge applies.
5. Term and Renewal
- Priority Support is sold in 12-month terms beginning on the date of purchase.
- Access expires automatically 12 months from purchase. A renewal reminder will be sent [X days] before expiration.
- Support access ends immediately upon expiration or cancellation; ticket allotment does not carry over.
- If there is a pending support ticket at the time priority support expires, that ticket will continue to be carried out until a resolution is reached.
6. What Free Users Still Get
Priority Support does not gate bug fixes or core maintenance. Confirmed bugs in ProntoGUI are addressed for all users, free or paid, based on severity and impact. In other words, buying Priority Support does not make your bug reports more likely to get fixed — it makes your questions and troubleshooting requests more likely to get a fast, direct response. Priority Support provides faster response times, a private channel, and guaranteed availability — not exclusive access to fixes.
7. Refunds
Priority Support purchases are refundable within 14 days of purchase if no support tickets have been used.
8. Changes to These Terms
PRONTOGUI, LLC may update these terms for future subscription terms. Changes will not reduce entitlements already purchased under a current, active term.