Support Policy

Scope of Support

Support is provided to assist customers in using our products as intended and resolving issues related to core functionality.

Support is available only to:

• Customers with a valid license
• Customers who have purchased the product directly from Webfeb

What Support Includes

We provide support for:

a. Installation Assistance

• Guidance for installing the product on your server
• Basic setup instructions

b. Bug Fixes

• Errors in the product that prevent normal functionality
• Issues reproducible in a standard environment

c. Core Feature Issues

• Problems with features described in official documentation
• Assistance in understanding how features work

d. Product Usage Guidance

• Clarification on how to use built-in features
• Guidance based on existing functionality

e. Minor Adjustments (Limited)

• Small UI or configuration suggestions
• Basic CSS or configuration-level changes (at our discretion)

What Support Does NOT Include

To ensure fair usage and maintain service quality, support does NOT cover:

a. Custom Development

• New feature requests
• Modifications beyond standard functionality
• Business-specific customization

b. Server and Infrastructure Issues

• Hosting/server configuration problems
• PHP/MySQL version issues
• SSL, DNS, or deployment setup

c. Third-Party Integrations

• Issues caused by external plugins, APIs, or services
• Compatibility with third-party software

d. Custom Code Modifications

• Issues caused by modifying the core product
• Debugging custom code or changes

e. Performance Optimization

• Server performance tuning
• Database optimization
• Scaling architecture

f. Training and Consultation

• Full system training sessions
• Business consulting or workflow setup

g. Unsupported or Outdated Environments

• Old versions of PHP, MySQL, or frameworks
• Deprecated technologies

Support Conditions

Support is provided under the following conditions:

• You must provide accurate and complete information
• You may be required to share admin access or server details (if needed)
• Issues must be reproducible

We may decline support if:

• Required information is not provided
• The issue is outside support scope
• The product is not properly installed

Modified Code Policy

If the product has been modified:

• Support may be limited or denied
• You may be required to reproduce the issue on a clean installation

Response Time

We aim to respond to all support requests within:

• 24–48 business hours

Response times may vary depending on:

• Issue complexity
• Volume of requests

Support Channels

Support is provided via:

• Email: support@webfeb.com

We do not provide support through:

• Social media messages
• Personal messaging platforms
• Third-party forums

Support Hours

Support is provided during standard business hours.

Response times may be delayed during:

• Weekends
• Public holidays

Fair Use Policy

To ensure fair access to all customers:

• Excessive or abusive support requests may be limited
• Repeated requests outside support scope may be declined

Priority and Resolution

We prioritize support requests based on:

• Critical system issues (system not working)
• Functional bugs
• General questions

We will make reasonable efforts to resolve issues, but we do not guarantee immediate fixes.

Updates and Fixes

• Bug fixes may be delivered in updates
• Some issues may require future releases

Customer Responsibility

You are responsible for:

• Maintaining backups of your system
• Ensuring your server meets requirements
• Testing updates before production deployment

Paid Services (Optional)

For requests outside standard support, we may offer:

• Custom development
• Advanced configuration
• Dedicated consulting

These services are provided separately and may incur additional charges.

Policy Updates

We may update this Support Policy from time to time. Continued use of our services constitutes acceptance of the updated policy.

Contact Us

For support requests:

• Email: support@webfeb.com