Support
Every license includes 12 months of support and bug fixes. Tickets are answered by the developers who wrote the add-on, Monday to Friday, 09:00–18:00 UTC+3.
Response times
Business days, Monday to Friday, 09:00–18:00 UTC+3. The first reply is a real answer or a specific question, not an acknowledgement.
| Request | First reply | Included |
|---|---|---|
| Bug in one of our add-ons | Within 1 business day | Yes, fix shipped as an update |
| Setup and how-to questions | Within 1 business day | Yes |
| Conflict with another add-on or theme | Within 1 business day | Yes, investigation |
| Installation on your store | Scheduled within 2 business days | $29 CS-Cart, $49 Multi-Vendor (per add-on) |
| Customization | Quote within 3 days | Paid, fixed quote |
- Tickets tied to your license. Version, edition, domain and CS-Cart build are attached automatically when you open a ticket from your account.
- Credential vault. If we need admin access, you add it to an encrypted field that is deleted when the ticket closes. Never paste passwords in a message.
- After 12 months the add-on keeps working. Renew at 50% to get updates and support again.
Support plans
Most stores never need more than what is included. Priority support is a one-time option per add-on license, chosen on the product page.
Included
With every license, for 12 months
$0
- Bug fixes shipped as updates
- First reply within 1 business day
- Setup and how-to questions
Priority
For stores that cannot wait
$49 / 12 months
- First reply within 4 business hours
- Same channel and hours as standard support
- Added per add-on license at checkout
Agencies
For many client stores
Custom
- One account for all client licenses
- Licenses issued to each client domain
- Talk to us about your setup
Services
Fixed prices, done by the developers of the add-on.
| Service | What you get | Price |
|---|---|---|
| Installation and setup | We install, activate and configure the add-on on your store within 2 business days. | $29 CS-Cart, $49 Multi-Vendor (per add-on); express within 24 h +$19 |
| Customization | Changes built through hooks, so the add-on stays updatable. Fixed quote before we start. | Customization hours: 2 h $90, 5 h $200 (valid 12 months), or a fixed quote |
Pre-sales question or add-on request
Tell us what you want to achieve on your store. If enough stores need it, we build it and you get it at a launch discount.
- Replies from the developers
- Monday to Friday, 09:00–18:00 UTC+3
- Customers: tickets from your account are faster, because your license details are attached
Support questions
What happens when my 12 months of support end?
The add-on keeps working on your store. You stop receiving updates and ticket support until you renew at 50% of the current price. Renewal is optional and never automatic.
Do you support add-ons bought on the CS-Cart Marketplace?
Yes. Register the Marketplace license in your account and you get the same downloads, documentation and ticket support.
Will you fix a conflict with another developer's add-on?
We investigate every conflict for free. If the fix is on our side it ships as an update. If it is in the other add-on, we send you a written explanation you can forward to its developer.