Terms & Conditions
Titania Delivery Policy
Titania products can be downloaded directly from your account area when you have a valid and current license for the product you wish to download. For credit card or debit card online payments your license will become active immediately following the successful processing of your order. For the purchase of a license using an invoice payment, it can take a little longer for the license to become active.
You can track and manage your licenses using your account area.
Titania Privacy Policy
Please visit our Privacy Policy page to find out more.
Titania Cancellation & Refund Policy
You can cancel your license subscription purchase within 7 days of your subscription start date if you:
- have not downloaded the related product;
- have not installed the related product;
- have not used the related product;
- deleted all your copies of the related product.
By downloading, installing or using Titania software you will be deemed to have accepted the purchase.
Refunds will be made to the credit card, debit card or account that the payment was originally sent from. Refunds will be processed within 28 days of the cancellation request.
Service Level Agreement
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Bronze
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Silver
|
Gold
|
|
|---|---|---|---|
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Product updates and maintenance (1)
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✓
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✓
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✓
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Email based support
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✓
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✓
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✓
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Web based support
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✓
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✓
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✓
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Phone based support (2)
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✓
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✓
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|
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24/7 support logging
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✓
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✓
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|
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Guaranteed 24hr response time (3) (4)
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✓
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||
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Guaranteed 8hr response time (3) (4)
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✓
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||
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Remote assistance
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✓
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- No SLA for fixes - refer to our standard EULA
- Via dedicated phone line
- Working hours: Monday - Friday 9:00am to 5:00pm UK time, excluding company holidays
- Response; an acknowledgement by email of the request and either a solution or best estimate for a solution
Tier Definitions
- Bronze: Our Bronze Level support covers you for email and web-based support only. There is no guaranteed support time, but our dedicated support team work hard to respond to all customer enquiries as quickly as possible.
- Silver: Our Silver Level support guarantees a response time within 24 working hours. Call us via our dedicated support phone line or email us with your issue.
- Gold: Our Gold Level support is our highest tier of service. Guaranteed response time of 8 working hours. You can call us through our dedicated support line and access remote assistance to help resolve your issue.
How to contact us
- by emailing us at enquiries@titania.com
- or write to us at: Titania Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF.