We strive to deliver robust digital products and stand behind our work. This policy outlines what you can expect when you purchase a product or subscription from UpAsset.net.
1. Product Updates
Active Subscriptions: Customers with an active subscription are entitled to receive all minor and major updates, security patches, and bug fixes for their purchased product as long as the subscription remains active.
Lifetime/One-Time Purchases: For products sold as a one-time purchase, updates are provided for a specified period (e.g., 6 months or 1 year) as stated on the product page. After this period, an update extension or active support license may be required to access new versions.
How to Update: Updates are delivered via your account dashboard. You are responsible for downloading the new version and applying it to your server according to the provided documentation.
2. Scope of Support
Our technical support is available to assist you with:
Resolving issues related to the initial installation of the product.
Fixing verifiable bugs or errors in the unmodified source code of our products.
Guidance on configuring the product's built-in settings.
Support DOES NOT include:
Server configuration, hosting issues, or fixing your local server environment (e.g., PHP version upgrades, cURL errors caused by your host).
Compatibility issues with third-party plugins, themes, or modules not developed by us.
Custom development, custom coding, or modifications to the product to suit your specific business needs.
Support for older, outdated versions of our products. We require you to update to the latest version before providing technical assistance.
3. Support Channels and Response Times
All technical support requests must be submitted through our official Support Ticket system in your account dashboard. We do not provide technical support via social media, direct messages, or phone calls.
Standard Support: For Starter/Standard plans, we aim to respond within 24 to 48 business hours.
Priority Support: For Pro/Agency/VIP plans (where applicable), tickets are prioritized in our queue, with an expected response time of under 24 business hours.
Business hours are Monday through Friday, 09:00 AM to 17:00 PM (EET), excluding public holidays.
4. Right to Refuse Support
We reserve the right to refuse support to any user who is abusive, uses profane language, or repeatedly demands custom development disguised as bug reports. Support will also be denied if the product's source code has been heavily modified by the user or third parties.