Support Policy
Support Policy
1. General Information
This policy explains support-related questions and defines issues covered by free and premium customer support plans. Further, we will describe them in detail and cover support time, means, and request types.
2. Support Time
2.1. Free support
The General free support plan covers all purchased items, except services. Every Marketplace customer has the right to get free support till 6 (six) months starting from the purchase date. The purchase date is the date the customer creates the purchase order.*
2.2. Extended support
You can prolong your free support time for another 6 (six) months by purchasing a corresponding offer with the product in the term of AMC.*
3. Support Channels
3.1 24/5 Email support
Email service is available Monday through Friday through Sales@gentechinfosys.in and aims to resolve complex product issues.
4. Requests NOT Covered by Support
Technical support does not cover the following requests:
items installation;
items customization;
hosting, server configuration issues;
generating extra CSS rules;
assistance with code editing and locating the code for editing;
making any changes to the client’s website;
website speed and performance optimization;
updates implementation;
3rd party scripts/extensions implementation;
issues with/caused by 3rd party extensions;
engine-related issues.
5. Support Language
Authors create all items` documentation in Hindi/English.
The support team and Marketplace authors handle support requests in Hindi/English.
