Support Overview
At Coderstm ("we," "us," or "our"), we are dedicated to ensuring you get the most out of our
software. Our support structure differs based on your license type (Hosted vs. Source Code).
For details on refunds and cancellations, please refer to our Refund
Policy.
Support Coverage by License
1. Hosted Services (SaaS)
- Duration: Continuous support as long as your subscription is active.
- Scope: Platform stability, bug fixes, feature guidance, and account
assistance.
- Priority: Standard.
2. Source Code Licenses (Regular & Extended)
- Duration: 6 months of included support from the date of purchase.
- Scope: Installation assistance, bug fixes for the core software, and
clarification on features.
- Exclusions: We do NOT support issues caused by your server
configuration, custom code modifications you make, or third-party server environments.
- Renewal: Support can be renewed after 6 months for an additional fee.
3. Professional Services (Installation & Customization)
- Installation Services: Includes a 7-day post-installation warranty
to ensure the software is functioning correctly on your environment.
- Customization Services: Support for custom-developed features is
governed by the specific Service Level Agreement (SLA) provided during the proposal
stage. Typically includes 30 days of bug-fix support for the delivered custom code.
What We Support
- Installation: Difficulty installing the software on a
compliant server.
- Bugs: Defects in the unmodified source code.
- Features: Questions about how to use existing features.
What We Do NOT Support
- Customization: Requests to change the design or
functionality of the software for your specific needs.
- Server Administration: Issues related to your hosting
(SSL, PHP limits, database config, email delivery issues).
- Third-Party Apps: Integration issues with tools not
natively supported.
- Modified Code: Once you edit the core files, our support
obligation ends for those modified components.
Support Channels
We provide support primarily via our Support Portal and Email.
Response Times
We aim to respond to all tickets within 24-48 business hours (Monday -
Friday). Critical security issues are prioritized.
Note: Response times stated above are targets,
not guarantees. During high-volume periods, holidays, or unforeseen circumstances,
response times may be longer. We do not provide refunds, credits, or compensation for
delayed responses. Priority support options may be available for purchase separately.
We reserve the right to limit support for customers who abuse our
support staff or make unreasonable demands beyond the scope of this policy.
