Support Policy

Last Updated: August 4, 2026

At CodeOnString, we are committed to providing reliable and timely support for all our products. This Support Policy explains what is covered under support, what is not covered, and how you can request assistance.

What Support Includes

Our support covers issues directly related to the products we develop and sell, including:

Installation guidance.
Assistance with product setup and configuration.
Troubleshooting product-related errors or unexpected behavior.
Bug identification and bug fixes.
Clarification on product features and functionality.
Help with using features as documented.

We strive to respond to all support requests as quickly as possible. Response times may vary depending on workload, weekends, public holidays, and the complexity of the issue.

What Support Does Not Include

Support does not include:

Custom development or feature requests.
Product customization or modifications.
Third-party plugin or module conflicts unless they are directly caused by our product.
Server administration or hosting configuration.
Website development or design services.
Data migration or manual data entry.
Training or consulting services.
Issues caused by modifications to our product or the underlying application/framework.
Issues caused by unsupported software versions.

Before Requesting Support

Before opening a support request, please:

Ensure you are using the latest version of the product.
Verify that your server meets the minimum system requirements.
Review the product documentation.
Check whether the issue can be reproduced on an unmodified installation.

Providing detailed information such as error messages, screenshots, browser console logs, server logs, and steps to reproduce the issue will help us resolve your request more efficiently.

Access Requirements

Some issues cannot be diagnosed without access to your environment.

If required, we may request temporary administrator credentials, FTP/SFTP access, SSH access, or database access to investigate the problem.

All provided credentials will be used solely for support purposes and will be treated confidentially. We recommend creating temporary accounts and removing them once the support process is complete.

Customizations

If your installation contains custom modifications made by you or a third party, we may ask you to reproduce the issue on an unmodified installation before investigating further.

We are not responsible for issues caused by customizations or modifications outside our original product.

Compatibility

Our products are tested against the versions specified on the product page.

We cannot guarantee compatibility with:

Modified versions of the base application.
Beta or development releases.
Third-party modules or plugins.
Unsupported PHP or server environments.

Feature Requests

We welcome suggestions for new features and improvements.

While we carefully review every request, submission of a feature request does not guarantee that it will be implemented. Development priorities are determined based on product roadmap, technical feasibility, and customer demand.

Bug Reports

If you discover a genuine bug within our product, please report it with as much detail as possible.

Confirmed bugs will be reviewed and addressed in future updates whenever feasible. Critical issues affecting core functionality will be prioritized.

Support Availability

We will respond as soon as possible, typically within one working day.

Although we aim to respond promptly, we do not guarantee immediate responses or fixed response times.

Remote Access

When remote access is required for troubleshooting, you are responsible for ensuring that appropriate backups have been taken before providing access.

While we exercise reasonable care during the support process, we are not responsible for any data loss, downtime, or issues resulting from pre-existing problems within your environment.

Abuse Policy

We reserve the right to refuse or discontinue support in cases involving:

Abusive, threatening, or inappropriate behavior.
Repeated requests outside the scope of standard support.
Requests that violate applicable laws or regulations.
Abusive, threatening, or inappropriate behavior.

Contact Support

For support, please reach out to us at codeonstring@gmail.com or call, message or what's app us at +91 9157573767.

Please include your license key, product name and version, the version of the platform or software you are using, and a clear description of the issue to help us assist you as efficiently as possible.