Support Policy
Effective date: October 2026
Who gets support
- Every license includes support during its update and support period: 12 months from purchase, or 24 or 36 months if you extended it.
- Licenses bought on the CS-Cart Marketplace get the same support.
- After the period ends, you can renew in your account for 50% of the current price. Until then, you can still read the documentation and report security issues.
What's included
| Included | Not included |
|---|---|
| Help with installing, configuring and updating our add-ons | Custom development or new features for one store. Ask for a quote or use customization hours |
| Fixing defects in our add-ons. Fixes reach everyone through updates | Problems caused by modified core files or edited add-on code |
| Fixing conflicts with other add-ons or themes when our add-on causes them | General CS-Cart, hosting or server administration |
| Explaining how a feature works | Training staff on CS-Cart itself |
| Critical security fixes, for every license holder, even after the period ends | Third-party services that are down or have changed their terms |
Channels
- Help desk: sign in at https://cs-cart.kaviolabs.com and open a ticket from My account → Support. This is the fastest channel. It keeps the full history and supports attachments.
- E-mail: [email protected]. A message creates a ticket for you.
- Marketplace buyers: use the help desk with the e-mail address of your Marketplace order, or the support option on the Marketplace.
We don't give support by phone, chat or social media. Written tickets let us reproduce and track every problem.
Response times
| Plan | First reply | Hours |
|---|---|---|
| Standard (included) | Within 1 business day | Monday to Friday, 09:00–18:00 UTC+3, excluding public holidays |
| Priority support (paid option, 12 months) | Within 4 business hours | Same hours |
- A problem that stops checkout or takes the storefront down is handled first, whatever the plan.
- A first reply time is not a promise of a fix within that time. We keep you updated until the issue is solved.
What to include
- Store URL, and staging URL if you have one.
- CS-Cart version and edition, PHP version.
- Add-on name and version, theme name.
- Steps to reproduce the problem, what you expected to happen, and what happened instead.
- Screenshots and any related error log lines.
If we need to look inside your store, we will ask for temporary access, preferably to a staging copy. We delete the access details when the ticket is closed. Please change them afterwards.
Bug reports and feature requests
Bug reports from every user are welcome, even without an active support period. We collect feature requests and use them to plan releases. There is no promise that a request will be built.
Security issues
Report vulnerabilities privately to [email protected] with "Security" in the subject. Don't post them publicly. We confirm receipt within 2 business days and keep you informed until the issue is fixed.