Every license includes 12 months of support and bug fixes. Tickets are answered by the developers who wrote the module, Monday to Friday, 09:00–18:00 UTC+3.
First replyWithin 1 business day
ChannelHelp desk tickets from your account, or e-mail
UpdatesDownloads in My licenses, with every license
After 12 monthsThe module keeps working. Renew at 50% for updates and support.
What support covers
Help with installing, configuring and updating our modules.
Fixing defects in our modules. Fixes reach everyone as updates.
Fixing conflicts with other modules or themes when our module causes them.
Explaining how a feature works, and critical security fixes for every license holder.
Not included: custom development for one store, problems caused by modified core files or edited code, and general PrestaShop, hosting or server administration. The details are in the support policy.
What to include in a ticket
The module, its version, your license key and the store domain;
Your PrestaShop version, the theme and the PHP version;
What you did, what you expected and what happened instead;
Screenshots or log lines. Never send passwords by e-mail.
Contact
Customers: open a ticket from your account, so your license details are attached. Pre-sales questions and module requests: open a ticket without an account, or write to us. We reply within 1 business day.