Before you buy read the support policy and buy only if you agree with it.
YOUR USE OF THE WEBSITE TO DOWNLOAD A SOFTWARE PRODUCT CONSTITUTES ACCEPTANCE OF THE TERMS OF SUPPORT POLICY.
What’s included in the item support
- We will be available to answer questions regarding our software.
- We will be answering technical questions about our item’s existing features
- Assistance with reported bugs and issues. Bug fixes may take days /weeks/months to test, review.
- We will help with included 3rd party assets.
What’s not included in item support
Item support does not include services to modify or extend the item beyond the original features, style, and functionality described on the item page.
We cannot provide HOW-TO advice on if our item is capable of doing what you want/need. Read the documentation and try the live DEMO to determine if it fits your needs.
Installation of the item
You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS.
Hosting, server environment, or software
we can not support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues. We also cannot provide fixes that are unique to your web hosting or server environment. Check the server requirement before buying.
Ticket Response Time
We try to respond fast but response time may be up to 5 business days. This time can vary as well. Too many issue/feature questions that do not fall under support will slow down all response times. Please investigate for yourself thoroughly before contacting us. We have comprehensive documentation and FAQs on our Website.
Remote Desktop Support
We do not provide any service through a remote desktop. As we provide on-premise software and you can install the software on your server, you are suggested to hire an IT personnel or server administrator to help you solve your issue. We can not provide on-demand remote desktop support.
If you want us to perform any remote desktop support and give us full permission for such use and can not blame or question our activity.We might perform Remote desktop support if we feel safe and comfortable. Per-hour remote desktop support will cost you $300.
FTP or Cpanel Access
We need certain information regarding your root directory access such as FTP or Cpanel to reproduce the issue you are facing in your installation and solve them. If you are unwilling to provide such information, technical support can not be provided and you should solve the issue on your own. Any issues solved through the root directory are subject to payment if we find the issue was related to your server, not our software. Per hour $150.
Fair-use, and other details
We have mentioned what our support includes and whatnot, we ask you to be mindful of our time when making item support requests. We suggest that before you ask us for support, read the documentation available on our website also the documentation is included with the downloaded item and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions. We have thousands of customers, so the time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks for us to properly fix, test, review, and release. We might also take breaks (e.g. a vacation) from providing item support. We will let you know of any extended breaks via the Support panel, blog, etc.
You get 6 months of Support included with the purchase of ibilling, HostBilling, business suite $99.
You get 1-year support included with the purchase of Business Suite open-source $299.
You get 1-year support included with the purchase of saas $699.
After the support period is expired, the support renewal cost for the items we sell on codecanyon will follow Envato’s rules.
After the support period expired of the Business suite, support cost $60 per year for the business suite and $200 per year for saas. The price can be changed in the future.
Renewing support is not mandatory if you want to use the software beyond the support period as you get a lifetime license.
You will not get any support or answers from us if you fail to renew the support.
If you breach any of the terms and if you are not respectful of the support policy, we may terminate the contractual relationship with you by canceling your license.
If you threaten, blackmail, or use abusive words to our support team member to gain an unfair advantage, we will terminate your license and take action accordingly.
We possess the right to change this support policy and if we do so, it will be updated on this page.