After purchasing our paid products, customers can get free lifetime updates and a 12-month period of free support. This free support period will be calculated from the time of the purchase.
We ONLY support issues related to module function. If you face any issue, you can submit a ticket on our ticket system (https://landofcoder.ticksy.com/). Submited issues in tickets should be clear and detailed with screenshots. Each ticket should include issues related only one product so that we can assign to our dev easily. In the case your ticket doesn't meet these requirements, we can refuse to resolve it. Also, your order id, ssh/fpt account and admin account for access will be required in the ticket if needed.
On the other hand, all approved tickets will be checked and replied within 2 business days. Also, if your ticket is submitted on our weekends, please understand that it will be processed on the next Monday.
Our live chat support also available to help you pre sale questions or general issues during our business hours. We work from Monday to Friday (Saturday sometimes), from 8.10 a.m to 5.30 p.m (except 1,5 hour for lunch) at GMT +7.
If you want to request extended support, please purchase one of our extended support packages.
- Standard support $55/month
- Pro support $99/month
- Vip support $200/month
For PRO support, your issues will be put on high priority. In other way, if you choose VIP support, we will assign your case to a personal technical supporter.
Also, we can refuse to provide support beyond free support period.
Free products will NOT include free support service. To request support for these extensions, please purchase support services.
Support Extensions will include:
- Install the module
- Install into your current site
- Fix simple bugs/errors of the module directly on the site
Note: For other requirements related to function or integration into custom theme, the ticket can be replied later than usual because these issues take more time and effort to resolve. So, please understand.
If your issues consume fixing time, we will estimate the time to fix on local or release a new version with updates.
Support Extensions will NOT cover:
- Extensions customization
- Website customization
- Third-party developers consultation
- Product version update with different module or theme
- Error correction caused during buyer software upgrade
- Support via Skype, Phone call
Moreover, support DOES NOT include creating new features or new design styles. Also, apart from included support services, other requirements will be considered as customization. In these cases, customers need to send full requirements for custom work. Requests for custom work should be sent to firstname.lastname@example.org. Then, we'll check and send you the estimated time & cost.
Support Themes will include configuring and fixing bugs related to the theme. Customers will be supported during installation. Like extensions, requests for quick installation will be charged.
Note: We only support free installation for our premium extensions. Free installation support will be accepted for the first-time installation. For reinstallation, we will charge it as a custom work ($55). Customers also can request for quick installation ($55) via live chat, ticket or email.
The payment of extended support or custom work should be sent to our paypal account: email@example.com
If we find out a solution to your issue, we will send it to you instantly. In the case we cannot find out a solution to your issue, we will refuse to resolve it.