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Getting Support

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We aim to provide support to as many customers as possible. However, we are human and unfortunately as the robots haven’t taken over yet, we cannot support you on every issue you may have. So we have to provide a limited amount of Technical Support.

Please consider this article as our Technical Support guide for QuickBox.

Please note: Support Staff members reserve the right to refuse support to anyone who is deemed to be abusing, harassing or demeaning any member of staff.

How to Contact Support

We have many different ways in which you can contact our support teams. The easiest way to contact us is through our ticket system. However, you may also find it easiest to contact us via Discord. See all of our options below.

Ticket System

On our website, you can use the Ticketing System for issues with regards to;

  • dpkg errors
  • API Key Assistance/Help (!api help in Discord Channel)
  • Understanding Installation Issues of approved applications and the QuickBox platform
  • Help purchasing of products or services through the QuickBox platform
  • Permission based issues (like Plex not able to read media files)
  • Plus more.

However, we will not be able to assist with;

  • non supported OS such as ubunutu 14 or centos. Must Be Debian 9 and 10/Ubuntu 18.04 and 20.04
  • Customization of dashboard and/or directory structures
  • Custom installs of any third-party scripts
  • Custom mount array setups (ex: 2XSSD 3HDD)
  • Installation of RClone and/or PlexDrive (for RClone install help, please see the RClone Automation Guru service)
  • Modification of applications included in the QuickBox install packages
  • VPN modification and setup (though we’ll gladly point you in the right direction)
  • Mobile Applications

Opening A Ticket

To open a ticket on the site, navigate to the order you are requesting support for. You can find your orders here.

  • You will see a button labeled Get Help, click to open a new ticket.
  • Now enter the subject of your ticket and describe your issue as clearly as possible and any steps to possibly reproduce.
  • Screenshots also help us identify your issue and provide you with a quick resolution.
  • Hit submit once finished and a friendly staff member of QuickBox.IO will get back to you as soon as possible.

Discord Channel

Join us using our Discord channel and get support not only from the community, but SideKick support as well! It’s quick, easy and free!

Discord Channel

Knowledge Base

Don’t forget about our Knowledge Base. We have hundreds of articles covering everything! We even have articles for some of the applications we support too.

Our Knowledge Base

Language Support

Please note that all of our support channels is done in English. Whilst we do have some other language speaking staff who work through Support Tickets, we cannot cater to everyone. If you wish to have support in your native language, please state so in English, however, we may not be able to cater to you.

Be aware of EOL versions!

Please be aware of our End of Life cycle. We only support certain versions of Quickbox Pro so make sure you’re up-to-date with your software. Learn more about unsupported versions below.

Read more here
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Customising QuickBox & Using Applications outside of QuickBox

We love that our customers want to customise the software and make it more suitable for their needs. It’s fantastic that people like tinkering with the servers and making them better, faster, and more awesome.
When it comes to supporting customers who have made modifications to the installer, any 3rd party applications installed outside of QuickBox, or modifications to Linux/OS, we will not be able to support you if something goes wrong and it breaks your server or installation.

This also applies to any 3rd party software being installed outside of QuickBox. We will not be able to support you if you have any questions, or it breaks your server or installation.

Customise your server & install 3rd Party applications at your own risk.

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If you post material to the Website, post links on the Website, or otherwise make (or allow any third party to make) material available by means of the Website (any such material, “Content”), You are entirely responsible for the content of, and any harm resulting from, that Content. That is the case regardless of whether the Content in question constitutes text, graphics, an audio file, or computer software. By making Content available, you represent and warrant that:
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User Content License

User contributions are licensed under a GNU General Public License. Without limiting any of those representations or warranties, QuickBox has the right (though not the obligation) to, in QuickBox’s sole discretion (i) refuse or remove any content that, in QuickBox’s reasonable opinion, violates any QuickBox policy or is in any way harmful or objectionable, or (ii) terminate or deny access to and use of the Website to any individual or entity for any reason, in QuickBox’s sole discretion. QuickBox will have no obligation to provide a refund of any amounts previously paid.

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General Terms

Optional paid services or upgrades may be available on the Website. When utilizing an optional paid service or upgrade, you agree to pay QuickBox the one-time, monthly or annual subscription fees indicated. Payments will be charged on a pre-pay basis on the day you purchase the service or upgrade and will cover the use of that service or upgrade for a monthly or annual subscription period as indicated. These fees are not refundable. The one exception is QuickBox Pro, which provides a 3 Day money back policy, after 3 days, fees are not refundable.

Automatic Renewal

Unless you notify QuickBox before the end of the applicable subscription period that you want to cancel a service or upgrade, your subscription will automatically renew and you authorize us to collect the then-applicable annual or monthly subscription fee (as well as any taxes) using any credit card or other payment mechanism we have on record for you. Subscriptions can be canceled at any time. Please be advised that renewal fees are non-refundable. We provide courtesy emails notifying you of any upcoming renewals several days in advance, failure to cancel an unwanted subscription is not the responsibility of QuickBox.IO.

Refunds

We provide a 3-day “no questions asked” refund for new QuickBox Pro subscriptions (meaning, not for QuickBox.IO provided services such as Migration Service, Server Optimization, and our Guru Install Service). Refunds do not apply for upgrades or renewals. Such refund shall be available for a period of three (3) days from the end of the business day the purchase was made (and if such day is not a business day, then the following business day). We may refuse to refund people who acted in bad faith or misused the Services, or otherwise violated any of the policies stated in the Terms of Service.

Services

Hosting, Support Services

Optional Hosting and Support services may be provided by QuickBox under the terms and conditions for each such service. By signing up for a Hosting/Support or Support services account, you agree to abide by such terms and conditions.

Responsibility of Website Visitors

QuickBox has not reviewed, and cannot review, all of the material, including computer software, posted to the Website, and cannot therefore be responsible for that material’s content, use or effects. By operating the Website, QuickBox does not represent or imply that it endorses the material there posted, or that it believes such material to be accurate, useful or non-harmful. You are responsible for taking precautions as necessary to protect yourself and your computer systems from viruses, worms, Trojan horses, and other harmful or destructive content. The Website may contain content that is offensive, indecent, or otherwise objectionable, as well as content containing technical inaccuracies, typographical mistakes, and other errors. The Website may also contain material that violates the privacy or publicity rights, or infringes the intellectual property and other proprietary rights, of third parties, or the downloading, copying or use of which is subject to additional terms and conditions, stated or unstated. QuickBox disclaims any responsibility for any harm resulting from the use by visitors of the Website, or from any downloading by those visitors of content there posted.

Content Posted on Other Websites

We have not reviewed, and cannot review, all of the material, including computer software, made available through the websites and web pages to which QuickBox.io links, and that link to QuickBox.io. QuickBox does not have any control over those non-QuickBox.io websites and web pages, and is not responsible for their contents or their use. By linking to a non-QuickBox.io website or web page, QuickBox does not represent or imply that it endorses such website or web page. You are responsible for taking precautions as necessary to protect yourself and your computer systems from viruses, worms, Trojan horses, and other harmful or destructive content. QuickBox disclaims any responsibility for any harm resulting from your use of non-QuickBox.io websites and web pages.

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As QuickBox asks others to respect its intellectual property rights, it respects the intellectual property rights of others. If you believe that material located on or linked to by QuickBox.io violates your copyright, and if this website resides in the USA, you are encouraged to notify QuickBox in accordance with QuickBox’s Digital Millennium Copyright Act (“DMCA”) Policy. QuickBox will respond to all such notices, including as required or appropriate by removing the infringing material or disabling all links to the infringing material. QuickBox will terminate a visitor’s access to and use of the Website if, under appropriate circumstances, the visitor is determined to be a repeat infringer of the copyrights or other intellectual property rights of QuickBox or others. In the case of such termination, QuickBox will have no obligation to provide a refund of any amounts previously paid to QuickBox.

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Termination

QuickBox may terminate your access to all or any part of the Website at any time, with or without cause, with or without notice, effective immediately. If you wish to terminate this Agreement or your QuickBox.io account (if you have one), you may simply discontinue using the Website. All provisions of this Agreement which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

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The Website is provided “as is”. QuickBox and its suppliers and licensors hereby disclaim all warranties of any kind, express or implied, including, without limitation, the warranties of merchantability, fitness for a particular purpose and non-infringement. Neither QuickBox nor its suppliers and licensors, makes any warranty that the Website will be error free or that access thereto will be continuous or uninterrupted. If you’re actually reading this, here’s a treat. You understand that you download from, or otherwise obtain content or services through, the Website at your own discretion and risk.

Disclaimer of Software

This script is intended for general use and no warranty is implied for suitability to any given task. QuickBox.IO will hold no responsibility for your setup or any damage done while using/installing/modifying this script or any of its plugins. Please keep in mind QuickBox.IO nor it’s staff are responsible for keeping your Software and/or Server up-to-date; this is a responsibility solely left to the user of the QuickBox Pro software.

QuickBox.IO and it’s associated staff reserve the right to terminate support at any time on the grounds that third-party applications; not yet approved, tested, or otherwise are found to be a result in QuickBox Pro malfunctioning.

Licensed under BSD 3-Clause

Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

  • Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
  • Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.
  • Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS “AS IS” AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

Limitation of Liability

In no event will QuickBox, or its suppliers or licensors, be liable with respect to any subject matter of this agreement under any contract, negligence, strict liability or other legal or equitable theory for: (i) any special, incidental or consequential damages; (ii) the cost of procurement for substitute products or services; (iii) for interruption of use or loss or corruption of data; or (iv) for any amounts that exceed the fees paid by you to QuickBox under this agreement during the twelve (12) month period prior to the cause of action. QuickBox shall have no liability for any failure or delay due to matters beyond their reasonable control. The foregoing shall not apply to the extent prohibited by applicable law.

General Representation and Warranty

You represent and warrant that (i) your use of the Website will be in strict accordance with the QuickBox Privacy Policy, Community Guidelines, with this Agreement and with all applicable laws and regulations (including without limitation any local laws or regulations in your country, state, city, or other governmental area, regarding online conduct and acceptable content, and including all applicable laws regarding the transmission of technical data exported from the country in which this website resides or the country in which you reside) and (ii) your use of the Website will not infringe or misappropriate the intellectual property rights of any third party.

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Miscellaneous

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This document was last updated January 18, 2020.

Guidelines

Please add bugs found in QuickBox Pro using this template:

Bug Report
Select Bug Report as the issue template

Please add feature requests for application inclusion in QuickBox Pro using this template:

Application Feature Request
Select Application Feature Request as the issue template

Please add feature requests for general QuickBox Pro using this template:

Select General Feature Request as the issue template
Select General Feature Request as the issue template

Viewing issues as well as feature requests does not require an account.

You will need to create an account on our Lab in order to post both Issues as well as Feature Requests.
You can register an account here if you do not already have one.

We look forward to your reports as well as your ideas and suggestions for ongoing developments to the QuickBox Pro software!

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