What’s included in product support?
The product support period :
A supported products includes product support from the purchase date. We will be be available to provide the product support services we’ve set out on this page. If you’re about to purchase the product, you’ll have the option to purchase extended product support, increasing the product support period up to a maximum of 12 months from the date of purchase. Purchasing extended support at the time of product purchase saves you a lot of money.
Response time :
Our response may take up-to 2 business days or higher in some cases. We close tickets with no reply from customer for 72 hours. Our working days are Monday to saturday.
Answering questions about how to use the product :
During the product support period, we will be available to answer your general questions about the product and how to use it. For example, how do I create an user and assign him subscription packahe manually? The response to this type of question can come in various formats including directing you to an already documented response.
Product updates to ensure ongoing compatibility and to resolve security vulnerabilities :
If a supported product includes a third party asset (e.g., a plugin), or is intended to work with third party software or platforms (e.g. a CMS),we will ensure the product remains compatible if the software or platform version is updated. This includes if the third party asset has a security update. Product updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported product (or upgrading to extended support) ensures you’re getting an product that’s backed by us.
What’s not included in product support?
Product customization :
Product support does not include services to modify or extend the product beyond the original features, style and functionality described on the product page. For customization services that will help you tailor the product to your specific requirements, we recommend to hire yourself a expert on that field. Please be informed that we do not provide any customized services and we will not provide support for an customized product even it is supported.
Installation of the product :
Buyers have varying levels of experience with different software platforms and technologies and getting your product up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which products are created, so product support does not include help to install the product on your server.
Hosting, server environment, or software :
We are not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the product. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.
No support scenario
We will not provide support in situations like the following:
No support will be provided if corresponding purchase code is not attached with the ticket.
We do not offer any kind of support except purchase code reset after expiration of support period.
We will not provide any support for an deleted product even it has valid support claim.
Our products may use 3rd party APIs like Facebook, Instagram, Google but please be informed that we are no way affiliated with or authorized, maintained, sponsored or endorsed by any API providing organization like Facebook, Instagram, Google or any of its affiliates or subsidiaries.
So, we can not resolve any issue originated by API providing organizations unless they resolve it.
If a buyer eligible to get support then he/she must open a support ticket for the paticular product.