Support Policy

What Our Support Service Covers

We best help our Products, offered on Our Support Service consists of help with Product installations, configuration, and use. If you want assist putting in or configuring your

subscription, please first test the documentation and FAQs of the extension. Your query could have been spoke back already. If it hasn’t, please put up a help price price tag.

Retired merchandise are supported till your subscription expires. If you notice a deadly blunders withinside the code and are the use of the today's variations of all code in your website, please put up a price price tag at our Helpdesk.

At, we provide help whilst your webweb page is the use of the today's launch of the center oopenstore sell online (and the principle oopenstore software), and the preceding  earlier than that. This is frequently known as L-2 or “Latest minus  variations”, in which the model quantity is withinside the layout of x.y.z – we awareness on the second one then first quantity. You can see the overall launch records of oopenstore at the Releases developer page.

For example, if the present day model of oopenstore is 6.3.z then the oldest oopenstore model we help is 6.1.z.

For our extensions and themes, we help the today's launched model of these best.

As a part of the help and troubleshooting process, updating the to today's model frequently resolves any troubles so we do advocate this initially. For extra facts approximately a way to do this, please see our documentation – How To Update oopenstore.

Bug Fixing

We will repair any defects in our Products as speedy as viable after they're delivered to our attention. We may even try and offer an answer through our Helpdesk for smaller defects or mistakes as a precursor to a extra considerable replace to the specific Product as a part of our scheduled Product updates. If you suspect you've got got located a bug, please allow us to know. If you need to hurry up the process, make certain to comply with the stairs in our self-assist manual first. If you don’t, we would ask you to undergo the ones steps.

What Our Support Service Does Not Cover

Our Support Service does now no longer cowl our Products provided via way of means of Third Parties who aren't our Resellers or Third Party merchandise and offerings. We can also additionally require you to disable Third Party merchandise which are hooked up along our Products earlier than we're capable of help you.

We do now no longer provide widespread oopenstore help. You can locate assets and solutions round oopenstore withinside the boards


We offer our Products as is. While we assist you to to configure our merchandise withinside the abilities of every subscription, we do now no longer customise our Products or help any Third Party customizations of our Products. A customization is whatever that modifications the manner our Products appearance or feature relative to how we make our Products to be had to you.

If you want customization, we do our first-rate to provide recommendation and direct you to suitable assets. But we do now no longer take duty or recommend Third Party answers for custom designed Products. Third Party offerings that a few clients have located useful include:



Product Support Channels

We offer Support Services via our Helpdesk – this will be Live Chat or Email primarily based totally help. We do now no longer constantly offer our Support Service via another channel (including, however now no longer confined to Facebook, Twitter, or over the phone) at this time.

You want to put up a price price tag the use of the Helpdesk to take benefit of our Support Service. Depending at the product, you is probably supplied a stay chat option. In each cases, please endure in thoughts what we do help whilst filing your price price tag. We can also additionally ask you to ship us your login info if we want them to help you – in case you do, please comply with our documentation approximately a way to byskip the info to us securely. Our Helpdesk tickets, and facts you proportion with us via those Helpdesk tickets, are confidential. Only you and our help crew will see your price price tag.

Who handles Support for extensions bought on

On every product page, you may locate facts approximately who handles the extension. Some extensions are evolved via way of means of our very own builders and supported via way of means of our Happiness Engineers. These extensions are marked as “Handled via way of means of oopenstore”.

Other extensions are evolved and supported via way of means of licensed extension builders. These extensions are marked as “Handled via way of means of [PARTNER]”.

When you've got got a query approximately an extension you bought, this query may be despatched without delay to the developer of that extension. If the extension is maintained via way of means of the oopenstore crew, we can get again to you. If the extension is treated via way of means of one in all our licensed extension builders, your request may be despatched without delay to them. This guarantees which you get the solutions you want as speedy as viable, from precisely the human beings which are first-rate ready to assist you.

Other help options

You can also additionally locate applicable network boards to be a useful supply of guidelines and help from the wider network. We do now no longer slight those boards and we do now no longer manage discussions taking place, so we do now no longer take duty for or always recommend the content material of those discussions. Be sensible. When in doubt, take impartial steps to confirm the recommendation you get hold of via network boards earlier than counting on it.

Our regularly spoke back questions (or “FAQs”) include solutions to not unusualplace questions and can assist solution questions you can have. These FAQs are pretty widespread and might not be without delay applicable for your unique question or challenge.

General Information

If you would really like to touch us concerning account-associated problems or pre-income questions, use our Contact Form. We will reply to you as quickly as viable.

Incorporation via way of means of reference

This Support Policy consists of the subsequent provisions and their subordinate provisions of the Terms via way of means of reference:

Interpreting those Use Terms

Support Service

Passwords and Account Security

Your Privacy



Documents and Notices

The provisions included into this Support Policy from the Terms have to be study as being relevant to this Support Policy, to the quantity doing so does now no longer materially alternate their meaning. To the quantity, the provisions of this Support Policy warfare with the Terms, the provisions of this Support Policy will be triumphant to the quantity of the warfare.

The described phrases withinside the Supplementary Glossary under withinside the Support Policy have unique meanings withinside the context of this Support Policy and will be interpreted according with the concepts set out withinside the Terms.