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 installation and update services
Installation and product updates are optional one-time services for customers with an existing licence and compatible hosting. An installation service may include a compatibility check, database setup, basic product configuration, and admin, login, and homepage smoke tests. An update service may include applying one supported product release, relevant compatibility checks, and basic post-update smoke tests. The exact scope is requested by email and quoted separately before work begins.
These one-time services are requested separately and are not sold through our online checkout or included in a support plan. Hosting selection, ongoing server administration, DNS, email, payment-provider, and storage-provider setup are not included.
5. Optional care plans
Base Support provides continued product guidance and troubleshooting, including configuration questions, product usage, and help understanding documentation and available updates. Priority Support includes everything in Base Support plus a higher-priority queue, more detailed issue investigation, review of relevant logs and screenshots, and continued follow-up on support cases.
6. Care-plan boundaries
Support plans provide guidance and troubleshooting only. They do not include hands-on server work, installation, product updates, or custom development. Each plan 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 a one-time installation or update service, email contact@qdev.tech with the product, version, and hosting details.