Support Policy

Introduction

At CodeSwaggers, we are committed to providing excellent technical support to ensure your success with our products and services. This Support Policy outlines the types of support available, response times, and terms of service.

Support Services Included

Free Support

We provide free support for all purchased products, which includes:

• Product installation guidance and assistance
• Bug reporting and resolution
• Questions about existing product features and functionality
• Basic troubleshooting for product-related issues
• Documentation and knowledge base access
• Security patch updates

Paid Support Services

Additional support services are available for purchase:

• Custom feature development
• Product customization and design changes
• Third-party integration setup
• Server configuration and optimization
• Priority support with faster response times
• Dedicated support representative
• Training sessions for your team
• Regular maintenance packages

Support Channels

You can reach our support team through the following channels:

Email Support

Send your queries to [email protected]. This is our primary support channel and is monitored during business hours.

Phone Support

For urgent issues, you can call us at +880 1325 887797 or +880 1810 494911 during business hours.

Online Ticketing System

Submit and track support tickets through our online portal for organized communication and issue tracking.

Documentation & Knowledge Base

Access comprehensive documentation, tutorials, and FAQs on our website for self-service support.

Business Hours

Our support team operates during the following hours (Bangladesh Time - GMT+6):

• Sunday - Thursday: 9:00 AM - 6:00 PM
• Friday - Saturday: Closed (except for emergency/critical issues)

Support requests received outside business hours will be addressed on the next business day.

Response Times

We categorize support requests by priority and aim to meet the following response times:

Standard Support (Free)

• Critical: Core product functionality is broken - 4-8 business hours
• High: Significant feature not working as expected - 12-24 business hours
• Medium: Minor issues or feature questions - 24-48 business hours
• Low: General questions or minor inconveniences - 48-72 business hours

Priority Support (Paid)

• Critical: 2-4 business hours
• High: 4-8 business hours
• Medium: 8-12 business hours
• Low: 12-24 business hours

Note: Response time refers to initial acknowledgment and assessment, not issue resolution. Resolution time depends on the complexity of the issue.

Support Scope

What We Support

• Installation and configuration guidance
• Bug fixes and error resolution
• Product feature explanations
• Best practices recommendations
• Compatibility issues with supported environments
• Security vulnerability patches

What We Don't Support (Free)

• Customization or modification of product code
• Integration with third-party plugins or services
• Server configuration and optimization
• Custom feature development
• Training on basic web technologies (HTML, CSS, PHP, etc.)
• Issues caused by modifications made by you or third parties
• Problems arising from unsupported hosting environments
• Data migration from other platforms

These services are available as paid customization or consulting services.

Support Duration

Free support is provided for the lifetime of the purchased product, subject to the following conditions:

• Product must be actively maintained by CodeSwaggers
• Support is for the current version and one previous major version
• You must have a valid purchase/license key
• Product has not been substantially modified

Requesting Support

Information to Include

To help us resolve your issue quickly, please include:

• Product name and version number
• Purchase/license key or order number
• Detailed description of the issue
• Steps to reproduce the problem
• Screenshots or screen recordings (if applicable)
• Error messages (complete text)
• Server environment details (PHP version, database, etc.)
• Any recent changes made before the issue occurred

Support Best Practices

• One issue per ticket/email for better tracking
• Use clear and descriptive subject lines
• Provide temporary admin access if needed for investigation
• Respond promptly to follow-up questions
• Test suggested solutions and provide feedback

Emergency Support

For critical production issues that severely impact your business operations, emergency support may be available outside business hours. This service is provided on a case-by-case basis and may incur additional fees.

Service Level Expectations

While we strive to resolve all issues as quickly as possible, we cannot guarantee specific resolution times. The time required depends on the complexity of the issue, the availability of necessary information, and factors beyond our control.

Updates & Maintenance

We regularly release updates that include bug fixes, security patches, and new features. We strongly recommend keeping your product updated to the latest version for optimal performance and security.

Limitation of Support

We reserve the right to limit or deny support in cases of:

• Abusive or inappropriate behavior toward support staff
• Invalid or pirated product licenses
• Repeated requests for out-of-scope work
• Failure to provide necessary information for troubleshooting
• Use of product in violation of terms of service

Contact Information

For support inquiries, please contact us through:

• Email: [email protected]
• Phone: +880 1325 887797 | +880 1810 494911
• Address: Level: 02, H: 1005, 1007, Av: 11, R: 09, Mirpur DOHS, Dhaka 1216, Bangladesh

Changes to This Policy

We may update this Support Policy from time to time. Changes will be posted on our website with an updated revision date. Continued use of our support services constitutes acceptance of the updated policy.