Product Support Policy

Welcome to Product Support
What you should do first
What’s included in Product support
What’s not included in Product support
What’s included in all Product purchases

Welcome to Product Support

Having support for your purchased item means that the author will be available to you, the buyer, to iron-out any potential issues you have in using the item.

    What’s included :

  • Updates to ensure the item works as described and is protected against major security concerns
  • Discretionary version updates
  • Technical questions about the item’s built-in features and functionality
  • Assistance with reported bugs and issues

Read the Product documentation first

Many support queries and technical questions will already be answered in supporting documentation such as FAQ’s and comments from previous buyers. We also make sure that all of the items sold have documentation included so always check the included information and if you can’t find the answer you’re looking for then please contact us for help.

What’s included in Product support

The product support period

A supported product includes product support for 12 months from the purchase date. Response times can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided.

Answering questions about how to use the Product

During the product support period, we will answer your general questions about the product and how to use it. For example, how do I configure the product to achieve a particular requirement? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).

Answering technical questions about the product

During the product support period you will receive:

  • Answer to your specific questions about the features and functionality of the product
  • Provide some guidance on the way the product is designed
  • Help you with issues related to using the product and getting the most value out of its functionality.

Help with defects in the product

During the product support period, you can report and discuss bugs and minor item defects with the support team, and we will support you with the providing you the correction. If appropriate, we may issue bug fixes directly to you as part of product support. (If we decide to address a bug fix through a general version update, that update will be available to all buyers.)

Product updates to ensure ongoing compatibility and to resolve security vulnerabilities

The extension will be compatible with the latest version of Chikitsa and to all other products latest version. Product updates of this type will generally be delivered as version updates available to all buyers.

What’s not included in product support

Product customization

Product support does not include services to modify or extend the item beyond the original features, style, and functionality described on the extension page. For customization services that will help you tailor the product to your specific requirements, kindly contact us.

Installation of the product

To install and configure an product is not included in support. Although, the documentation will be provided, we do not provide the support to install the product at your server.

Hosting, server environment, or software

We are not required to support issues about your web hosting or server environment. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

What’s included in all product purchases

Updates to ensure the product works as described and is protected against major security concerns

All product should work as described (in the preview, screenshots, item description, etc) and be protected from major security issues. Security issues are assessed by the impact they have on the buyer and their users. Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.
In the instance that there is something wrong with the item and you are expecting an update; depending on the type of update, it can take several days/weeks to properly fix, test, review and release.

Included version updates for all products

In addition to updating an product to keep it working as described or to fix major security issues, we will from time to time provide other updates to improve or modify the functionality of an item or fix other minor issues. The new version of the product will automatically be made available to previous buyers through the Downloads page.

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