Support Policy

Clear expectations on what is covered, response times, and SLAs.

Last Updated: June 2026
Please note: This policy applies to our digital products (cPanel/WHMCS Modules, Scripts, and Tools). If you have purchased a dedicated Server Management plan, please refer to your specific SLA agreement.

1. Scope of Support

We stand behind the quality of our code. When you purchase a product with active support, our team of experts is ready to assist you. Our technical support covers the following:

  • Installation Assistance: Guidance and troubleshooting if you encounter errors during the initial installation of our modules on supported environments.
  • Bug Fixes: Resolving any verifiable bugs, errors, or security vulnerabilities within our original, unmodified code.
  • General Inquiries: Explaining how features work and guiding you to relevant documentation.
  • Updates & Compatibility: Providing updates to ensure compatibility with newly released, stable versions of WHMCS, cPanel, or supported operating systems.

2. What is Not Included

To ensure we can provide timely support to all clients, the following are strictly outside the scope of our standard product support:

  • Custom Development: Modifying the code to add new features or alter existing workflows specific to your business logic.
  • Third-Party Conflicts: Debugging issues caused by heavy server customizations, conflicting third-party modules, or custom themes not adhering to standard frameworks.
  • Server Administration: Installing or configuring operating systems, PHP extensions, firewalls, or web servers (unless you are subscribed to a Server Management plan).
  • Data Migration: Transferring accounts or databases, except where explicitly stated as a feature of the purchased tool.

3. Support Channels & Availability

All support requests must be submitted through our official Helpdesk/Ticketing System. We do not provide technical support via social media, public forums, or direct emails to individual developers.

  • Business Hours: Monday to Friday, 09:00 AM to 18:00 PM (EST).
  • Response Time: We aim to reply to all standard tickets within 24 business hours. Priority support tickets (if applicable to your tier) are addressed within 4-8 hours.

4. License Verification & Active Support

Technical support is only provided to users with an active license and a valid support subscription. If your support period has expired, you must renew it prior to opening a technical support ticket.

We reserve the right to request server access (SSH, WHM, or WHMCS admin credentials) to effectively troubleshoot complex issues. Refusal to provide necessary access may limit our ability to resolve the issue.

5. Contact Us

If you have any questions regarding what is covered before making a purchase, please reach out via our Contact Page.