Support Policy

Support Policy Summary

  1. We provide support only for valid Open Web Creations product purchases.
  2. Our reply time is up to 48 hours within business days.
  3. We reply all support requests in our Support Forum from oldest to newest. Please do not repost if you are not adding essential information to the opened support requests.
  4. We do not provide support on weekends and national holidays.
  5. Our support team working hours are from 9 AM - 5 PM (Monday-Friday) at (GMT/UTC +1:00).
  6. Sometimes we may need access to your FTP and web store admin.
  7. We cannot guarantee that all of our modules will be out-of-the-box compatible with any other extension, theme or a customized OpenCart.

Support Policy

Premium Support

You are entitled to 1 year of Premium Support and Updates with the purchase of any of our products. The support is considered Premium, as we provide guaranteed reply and direct communication with the product developers.

How to Get Support?

You can get Support by accessing our Support Forum with your username and password and submitting a requests. In order to guarantee short response times and ensure a guaranteed deliverability, we recommend using our Support Forum as a primary source. We are not to be held accountable for any not received email or longer response times, due to the choice of the latter tools of communication (email and comments on opencart extension pages).

In order to ensure shortest response times and provide fast service, we recommend you submit your storefront URL, storefront admin and provide us with temporary FTP access. After the issue, matter of the support request, is resolved by Open Web Creations, you can disable the temporary FTP and webstore access given.

Support Hours

We are processing support requests from 9 AM to 5 PM every business day, at GMT/UTC +1:00. Although most of the support requestsare handled within 24 hours, in some complicated cases, weekends and national holidays, it could take up to 72-96 hours, depending on the instance.

Premium Support Policy

Open Web Creations Premium Support is a FREE Support channel for all customers, who have purchased any of our products. Any additional general OpenCart Support enquiries or support-related issues relating to third-party extensions, not developed by Open Web Creations are possible, however, not included in the Premium Support package, hence will be charged. Minor modifications and customizations requests, related to our products are possible and considered, free of charge or paid, on a case-by-case basis.

Custom Development and Support

Services, such as complex customer specific customisations, general how-to OpenCart related inquiries, custom extension development, as well as bugs and improvements in third-party extensions, not developed by Open Web Creations are considered a custom development, hence are subject to charge. Regular reports are posted, with the turnaround time announced prior to the acceptance of the offer. With custom development we are liable to the right of code ownership, media rights as well as the right to resell of the code included in the customization, unless explicitly agreed otherwise. We generally provide 3 month support guarantee for all the code written by us. For specific inquires and/or questions, you can drop an email to [javascript protected email address].

Support for Joomla MijoShop and AceShop

If you are running OpenCart within Joomla MijoShop or AceShop we can give you support when you purchase our Extended Support License. This is necessary because it takes some effort of our team to support those software.

Please mind that our Extended Support License is a one time payment for each extension license and is paid on top of the extension price.   

Access to support

You have access to technical Support Forum when you have at least one purchase with a valid, non-expired license. If your license has expired and you need our support, you should renew your license.
Your access will be banned permanently in cases of account forgery, falsified data, abuse, offensive behavior or copyright infringement.