Product Support Policy

Effective date: 2026-07-30   Last reviewed: 2026-07-30

This policy explains the minimum marketplace framework for product support. The product page and order may specify the support period and any additional service commitment.

1. Support generally includes

• Reasonable assistance with documented installation and basic configuration.
• Clarification of advertised features and documented usage.
• Investigation of reproducible defects in the unmodified supported version.
• Reasonable guidance concerning disclosed compatibility and dependencies.
• Access to corrections or updates that the seller makes available during the applicable period.

2. Support does not normally include

• Custom development, redesign, feature creation or integration work not included in the listing.
• General programming tuition, server administration, hosting migration or configuration of unrelated software.
• Fixing changes made by the buyer or another developer, unless separately agreed.
• Third-party licence fees, API charges, hosting costs or failures of external services outside the seller’s control.
• Support for obsolete, unsupported or unlawfully modified environments.
• Recovery from malware, compromised credentials, deleted data or failure to maintain backups.

3. Buyer responsibilities

• Read and follow the documentation and system requirements.
• Use a supported version and reproduce the issue in a safe environment where practicable.
• Provide the product version, environment, relevant error messages and clear reproduction steps.
• Remove passwords, private keys, payment data and unnecessary personal information before sharing logs.
• Communicate respectfully and allow reasonable time for investigation.

4. Seller responsibilities

• State the support period, supported versions, channels, normal availability and material exclusions clearly.
• Respond professionally within a reasonable period, prioritising security and service-blocking defects.
• Protect buyer information and never request unnecessary production credentials.
• Maintain documentation and communicate important security, compatibility or discontinuation notices.
• Escalate unresolved marketplace, payment, licence or policy issues to CodeElveza.

5. Support period and renewal

The support period begins when the order is paid unless the product page states otherwise. Expiration may end personalised assistance but does not by itself cancel a perpetual licence. Sellers may offer support renewal, subscriptions or extended service under clearly disclosed terms.

6. Response times and service levels

Unless a separate service-level agreement is purchased, response times are targets rather than guarantees. Time zones, weekends, public holidays, complexity, missing evidence and third-party dependencies may affect resolution. Critical security reports should be handled urgently and privately.

7. Escalation and remedies

If a seller does not provide support materially promised in the listing, the buyer should document the request and contact legal@codeelveza.com. CodeElveza may facilitate communication, moderate conduct, require corrective action or assess a refund under the Refund Policy.