Support Policy

What we support:

Active License Holders

We only provide access to support for the domain(s) registered with us for as long as you have an active license. You are allowed to make changes to the code. However, we will not support modified code. We only provide support to requests coming from our official support form and from an account that’s associated with the purchase. You are able to delegate one additional e-mail address (for example a developer working for you) to ask support questions in your name.

Well Described Issues

The more details, the better. Provide a detailed description including the steps required to reproduce your issue. Please don’t be vague: “My photo is missing” or “it was working and now it’s not” will make it difficult for us to help you. Elaborate descriptions and screenshots, on the other hand, will get your issue resolved fast.

Bugs!

If you discover errors in our software, please let us know! We want to fix them. If you despise bugs as much as we do, help us combat them. Be vigilant. When you notice something isn’t right, report it right away. Provide as many details as possible. Help us get rid of bugs before they take over!

Incompatibility With 3rd Party Software

Sometimes, it’s our fault, but, well, sometimes it’s just not. When other extensions get into our code, there’s a strong possibility of something getting broken. No promises, but we will do our best to help you at least identify the source of the problem. The rest will be up to you and the guilty party.

Minor Customizations

We understand that all of our clients are unique and sometimes minor adjustments are needed to take our product from good to fabulous for your specific needs. Give us a shout and let us know specifically what you need. If you’re only talking about minor customizations, we’ll be happy to help you out. For larger customonizations, please do hire a developer.

What we don’t support:

Problematic Hosting

Not everyone is up-to-date on their server set-ups or conform to the current standards. If that’s the case with your hosting provider, then, unfortunately, there’s only so much we can do to assist you. Your best options are to 1) work it out through your hosting provider or 2) switch hosting providers.

Outdated Versions

Some things are good to be nostalgic about, some things are not. Things change rapidly in general and, in this industry, changes occur almost while products are being released. So, if you’re still running IE browser or php 5.6, get with the times! Step into this decade: upgrade everything to supported versions. That includes our own software, we support the latest available versions.

Major Site Overhaul

Sometimes, even when we’ve given it all we’ve got, you simply need more. We don’t want to let you down, but we must focus on the needs of the many, so we may not be able to accommodate you. Please don’t hold it against us; we’ll be happy to refer you to some trusted developers who can provide you with a solution.

Languages other than English

In order to keep everyone on the same level and make sure any of our developers can jump in and help, support is provided exclusively in English. If English is not your best language, try Google Translate. It’s quick and easy to use.

Third Party Plugins

Our Support only covers the software we have developed and published ourselves. Problems with third party plugins – whether sold via our website or not – unfortunately have to be solved by their authors. We are happy to help the 3rd party developers with the debugging, but only as advisors.

What we may support:

Feature Requests

If you have keen intuition on the next amazing feature, please share it with us. We can’t promise we will implement it; you may too ahead of the times or maybe we believe the masses just won’t catch onto the brilliance of your idea. Rest assured, we appreciate your efforts and interest in helping us make our products better.

What we don’t tolerate:

Abuse

If we feel that our services are being abused, we reserve the right to refuse technical support or support of any kind.

Please note: This policy is subject to change at any time, without prior notice. Any changes that are made to this policy will not apply retroactively and will not apply to any disputes before the change is published. You are responsible for reviewing this policy on a regular basis.