1. Included product support
Direct Qdev Techs product licences include six months of standard product support from the purchase date. Products purchased through Envato include the support period and marketplace rules shown with the order and described in Envato’s Item Support guidance.
2. What standard support covers
Standard product support is for help using the product as documented, understanding product features, and resolving reproducible issues in the supplied product. Please check the documentation and changelog first, as they answer many common installation and update questions.
3. What standard support does not cover
- hands-on server work, hosting administration, or third-party account management;
- changes beyond the supplied product’s documented features and configuration options;
- third-party provider issues, costs, or policy changes; or
- work on installations, products, or versions that are no longer supported.
4. One-time product services
Product installation, hands-on product updating, and custom work are optional services for customers with an existing licence. The exact scope, availability, price, and timing are requested directly and agreed in writing before work begins. These services are not purchased through Paddle checkout.
These services are not included in product support or a support extension. Hosting selection, ongoing server administration, DNS, email, payment-provider, and storage-provider setup are not included unless agreed separately.
5. Product Support Extension
A Product Support Extension is a one-time purchase that adds either six or twelve months of standard product support to one eligible licensed product. It does not renew automatically, and another extension may be purchased when additional support is needed.
6. Support-extension boundaries
A support extension continues the standard support described above. It does not include hands-on server work, installation, product updates, or custom development. Each extension is assigned through the customer portal to one licensed Qdev Techs product and its registered installation. We do not promise a fixed response time unless we have agreed one with you in writing.
7. Requesting help
Use the customer portal for product-support requests and include the product name, version, a clear description of the issue, and relevant screenshots or error details. To request installation, update assistance, or custom work, choose the relevant contact option on our Services page.