After purchasing our paid products, customers can get free lifetime updates and a 6-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/). Submitted issues in tickets should be clear and detailed with screenshots. Each ticket should include issues related to only one product so that we can assign it 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 to within 2 business days. Also, if your ticket is submitted on our weekends, please understand that it will be processed the next Monday.
Our live chat support also available to help you with 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 hours 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 another way, if you choose VIP support, we will assign your case to a personal technical supporter.
Also, we can refuse to provide support beyond the 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 the custom theme, the ticket can be replied to 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 a 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 email@example.com. 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 extensions PRO Version. For the installation of other extensions, we will charge it as custom work ($55). Customers also can request quick installation ($55) via live chat, ticket, or email or buy the package: https://landofcoder.com/magento-2-installation-service.html
The payment of extended support or custom work should be sent to our PayPal account: firstname.lastname@example.org or you can buy the package: https://landofcoder.com/magento-support-ticket.html/