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Support Policy

Thank you for purchasing our digital products. When you purchase a supported product from our marketplace, you are entitled to technical support from us (the author) for a defined support period based on your selection. This Support Policy explains what is included, what is not included, and how support works.

1. What Support Means

Support is a service provided by us to help you resolve issues related to using the product. During the support period, we are available to answer questions and assist you with issues directly related to the product’s built‑in features, functionality, and intended use.

2. Support Period

Support is available for a specific period starting from the date of purchase. The available support periods are:

  • 6 Months of support
  • 12 Months of support

Support must be active (within the chosen period) in order to receive assistance.

 

3. What Support Includes

During the support period, we will:

  • Answer questions about how to use product features and functionality
  • Provide assistance with reported bugs and issues affecting the product
  • Guide you through product configuration or setup issues related to functionality
  • Help resolve issues with third‑party assets included with the product (e.g., bundled plugins), where legally permitted
  • Provide updates to ensure the product continues to work as described and to address security issues

We encourage you to check the product documentation before submitting a support request, as many common questions are already answered there.

4. What Support Does NOT Include

Support does NOT include:

  • Installation of the product on your server or CMS (unless you have purchased an installation service separately)
  • Customization services to modify the product beyond its built‑in functionality
  • Help with third‑party plugins, software, or hosting/server environment issues
  • Fixes for problems caused by modifications made by you or by third parties
  • Support related to Content Management System (CMS) fundamentals or tutorials (such as how to use Joomla or WordPress in general)

5. Product Updates

All products, whether supported or not, will receive updates to ensure they work as described, remain free from major security vulnerabilities, and maintain compatibility with the latest versions of Joomla, WordPress, or other required platforms as applicable. Updates may include improvements and new features at our discretion.

6. Support Requests

Support requests must be submitted through our official support channels. To help us assist you as quickly as possible, please include:

  • Your purchase details (order number, email used for purchase)
  • Your license key (if applicable)
  • A detailed description of the issue

We aim to respond to all support requests promptly, but actual response times may vary depending on volume, complexity, and the nature of the request.

 

7. Support Extensions and Renewals

If you purchase a support period shorter than 12 months (3 or 6 months), you may have the option to extend or renew your support before or after the original support expires. The availability of support renewal is subject to our continued support offering for the product.

8. Fair Use

We aim to help all customers as best as we can. However, repeated requests on the same topic or requests outside the scope of this policy may be refused if they fall outside reasonable support boundaries.

9. Support for Third‑Party Assets

If a product includes third‑party assets (such as plugins or extensions), we may help you understand how they work and how they are included in the product. However, we are not responsible for support from the original third‑party authors. Where possible, we will direct you to official third‑party documentation or support channels.

10. Ending Support

Support ends automatically at the end of the purchased support period. After support ends, you may still receive product updates, but direct assistance with technical issues will not be available unless support is extended or renewed.

11. Contact

If you have questions about this Support Policy, please contact us via our official support email:
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.