Support Policy
What support includes, what it does not include, and how to open focused tickets.
Included support
Support covers product installation questions, documented feature issues, reproducible bug investigation, update guidance, purchase verification problems, direct delivery problems, and product documentation clarification.
Access requirements
Support may require an account, verified email address, valid purchase record, active support eligibility, or two-factor verification for sensitive account actions. Envato buyers may be asked for a purchase code. Codester buyers may be asked for a license code that the admin verifies through Codester License Check. Paddle or Gumroad buyers may be asked for an order or receipt reference.
Not included
Support does not include unrelated hosting administration, custom development, third-party plugin conflicts outside product scope, redesign work, server migration, data entry, SEO work, or features not included in the purchased product.
How to get faster help
Open one ticket per issue. Include product name, version, URL, screenshots, exact steps, server errors, PHP version, database details where relevant, browser details, and purchase context. Avoid sending passwords unless a secure temporary access method has been requested.
Maintenance and delays
During planned or emergency maintenance, ticket access may be temporarily unavailable. The maintenance page may show an expected return time and public contact information when configured.