1. Scope & Definitions

Digital goods: any non-physical item delivered electronically (code, images, documents, binaries, licenses, keys).

Support: assistance related to installation, usage, bug-fixes, and documented features. Support does not include custom development, third-party integrations beyond basic compatibility, or on-site services.

2. Support Channels & Hours

• Primary channel: Email: support@example.com (replace with your support address).
• Alternate channels: Support portal / ticket system (link), and community forum (link) where applicable.
• Response hours: Monday–Friday, 09:00–18:00 (local timezone). We aim to respond to new tickets within 48 business hours.

3. What We Support

• Installation guidance for the purchased product on standard environments (as documented).
• Bug fixes for verified defects in the product code or files.
• Guidance for features included in product documentation (configuration, basic usage).
• Updates and security patches for the active version(s) covered by your license.

4. What We Do Not Support

• Custom development or new features beyond the product’s scope (we can provide a quote instead).
• Issues caused by third-party plugins, themes, services, or heavily customized environments.
• Server administration, hosting configuration, or performance tuning unrelated to the product itself.
• Expired-license products (see licensing section below).

5. How to Submit a Good Support Request

To help us resolve issues fast, include:

• Order number or license key.
• Product name and version.
• Environment details (OS, PHP/Node/Python version, web server, CMS version, browser and version if relevant).
• A clear description of the issue and the expected behavior.
• Steps to reproduce the problem and any error messages, logs, or screenshots.
• Access details only when absolutely required — we prefer temporary, limited access and will provide secure instructions for sharing credentials.

6. Updates, Patches & Compatibility

• We provide product updates for issues, security patches, and minor improvements during the active maintenance period specified by your license.
• Major version upgrades may be released separately and could require migration steps. Migration guidance is provided but complex migrations may require paid services.
• We test compatibility with the most widely used versions of hosting environments and mainstream third-party platforms listed in product documentation.

7. Refunds & Returns

Digital goods are delivered instantly; refunds are therefore limited.

• Refund requests are evaluated on a case-by-case basis. Valid reasons include: irreproducible product defects that we cannot fix within a reasonable timeframe, or clear misrepresentation of product functionality.
• Requests must be made within 14 days of purchase and include proof of purchase and a support ticket showing attempts to resolve the issue.
• No refunds for: changed mind, user-caused issues, unsupported third-party compatibility, or unauthorized redistribution.

8. License & Expiration

Support eligibility depends on the license you purchased.

• Basic license — includes product files and limited updates; paid support available separately.
• Extended or support-inclusive licenses — include updates and support for the active term described at purchase.
• Support for expired licenses may be available for a fee or through license renewal.

9. Privacy & Security

• We only request the minimum access necessary to reproduce and fix an issue. Temporary credentials should be revoked by the customer once the issue is resolved.
• We will not store or share your private data beyond what is required to provide support, and we follow applicable data protection laws. See our Privacy Policy for details.

10. Escalation & SLA

If your issue is not progressing, you can escalate by replying to the original support ticket and adding ESCALATE in the subject. Our support manager will review escalated tickets within 48 business hours.

11. Third-Party Plugins & Integrations

We try to maintain compatibility with common third-party tools, but do not guarantee support for every plugin or integration. When issues are caused by third-party code, we will:

• Identify the conflicting component and provide suggested fixes or workarounds when possible.
• Recommend contacting the third-party vendor if the problem is isolated to their product.

12. Custom Work & Paid Services

Customizations, bespoke development, design work, or complex integrations are treated as paid projects. Ask us for a quote — we’ll provide an itemized estimate and timeline.

13. Changes to This Policy

We may update this support policy from time to time. Changes take effect when published on our website or included in product documentation. If a change materially affects active licenses or purchased support, we will notify affected customers by email.

14. Contact & Support Links

To open a support request, please:

• Email: support@example.com
• Support portal: Open Support Portal
• General inquiries: info@example.com