This CommerceLab Support Policy describes what support you can expect from us in regards to CommerceLab Service.
If you have questions about this Support Policy or do not agree with it, please Contact Us before using the software. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 December 2013.
We only support our Products, sold on CommerceLab.Shop. Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your plugin, please first check the documentation and FAQs of the extension. Your question might have been answered already. If it hasn’t, please submit a support ticket.
Retired products are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket at our forum.
At CommerceLab.shop, we offer support when your site is using the latest release of the core CommerceLab Shop component (and the main Joomla software), and the previous two before that. This is often called
L-2 or “Latest minus two versions”, where the version number is in the format of
x.y.z – we focus on the second then first number.
As part of the support and troubleshooting process, updating the to latest version often resolves any problems so we do recommend this initially. For more information about how to do this, please see our documentation – How To Update CommerceLab.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our forum for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know.
Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third Party products and services. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.
We provide our Products as is. While we can help you to configure our products within the capabilities of each plugin, we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.
If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customized Products.
We provide Support Services through our forums – this can be Live Chat or Email based support. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter, or over the phone) at this time.
You need to submit a ticket using the Hforum to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Fourm tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
On each product page, you can find information about who handles the extension. Some extensions are developed by our own developers and supported by our Engineers. These extensions are marked as “Handled by CommerceLab”.
Other extensions are developed and supported by certified extension developers. These extensions are marked as “Handled by [PARTNER]”.
When you have a question about an extension you purchased, this question will be sent directly to the developer of that extension. If the extension is maintained by the WooCommerce team, we will get back to you. If the extension is handled by one of our certified extension developers, your request will be sent directly to them. This ensures that you get the answers you need as quickly as possible, from exactly the people that are best equipped to help you.
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.