Support policy
What’s included
Section titled “What’s included”| Included | Not included |
|---|---|
| Help with installing, configuring and updating our add-ons | Custom development or new features for one store. Ask us for a quote. |
| Fixing bugs in our add-ons during your update and support period (12 months, extendable). Critical security fixes for every license holder | Problems caused by modified core files or edited add-on code |
| Fixing conflicts with other add-ons or themes when they’re caused by our add-on | General CS-Cart, hosting or server administration |
| Answering questions about how a feature works | Training staff on CS-Cart itself |
Bug fixes reach all customers through regular updates. Feature requests are welcome. We collect them and use them to plan future releases.
How to contact us
Section titled “How to contact us”- Marketplace purchases: use the support or contact option on the add-on’s CS-Cart Marketplace page.
- Direct purchases: use the contact form on cs-cart.kaviolabs.com or reply to your purchase email.
What to include
Section titled “What to include”Including these details lets us solve most issues on the first reply:
- Store URL, plus staging URL if you have one
- CS-Cart version and edition (CS-Cart or Multi-Vendor)
- PHP version
- Add-on name and version
- Theme name
- Exact steps to reproduce the problem, what you expected to happen and what happened instead
- Screenshots and any related log lines (see Troubleshooting → Error logs)
If we need to look inside your store, we’ll ask for temporary admin or FTP access, preferably to a staging copy. Remove or change those credentials once the issue is resolved.
Response times
Section titled “Response times”We answer requests on business days (Monday to Friday, 09:00–18:00 UTC+3), within one business day, or within 4 business hours with priority support. Problems that stop checkout or the storefront from working are prioritised.
Security issues
Section titled “Security issues”If you think you’ve found a security vulnerability in one of our add-ons, report it privately through the contact channels above, with “Security” in the subject. Don’t post it publicly. We’ll confirm receipt and keep you informed until it’s fixed.
The binding version of these terms is the Support Policy.