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Support Policy

As a valued customer, it is important for you to understand the extent of the support available to you. To provide you with clear guidance, we have outlined our comprehensive support policy below.

Support eligibility:

Our premium support is exclusively available to verified premium users. To gain access to premium support, kindly follow these steps:

  • Purchase our plugins/products directly from our official website at dokan.co
  • Contact us using the same email address used for your purchase.

We do not provide support if the plugin has been purchased from any other platform/source, nor reaching out to us with any other email addresses than the purchase email.

We emphasize that we cannot accept responsibility for any issues that arise on your site when using unauthorized versions of our plugins from unverified sources. These unauthorized plugins may contain viruses, malware, trojans, or malicious code that could compromise the security of your site and lead to potential data breaches.

Support Response & Resolution Time

Our response time may vary based on the volume of tickets we receive on a regular basis. Typically, we aim to respond to each ticket within 24-48 hours, but during peak periods or when there is a long queue, the response time may be longer.

The resolution time of an issue depends on its complexity. We make every effort to resolve an issue as soon as it comes to our attention, but we cannot provide an exact time frame for resolution.

We prioritize tickets on a “first come, first served” basis to ensure that everyone receives assistance in a fair and timely manner. If you do not receive a response within the expected timeframe, please be patient, as we strive to uphold our motto of “No one shall be left.”

If you need a faster response time and quicker resolution for your issue, we recommend choosing our priority support service, weCare.

What Our Support Covers

We only provide support for our products that are sold from dokan.co, as stated earlier. You will get the following service from our support:

  • Assistance with installations & configuration
  • Usage and Guidelines
  • Fixing bugs and issues

At dokan.co, we provide assistance to websites running our plugins’ latest version, along with the most up-to-date WordPress & WooCommerce versions. Alternatively, we also offer support for plugin versions from up to two releases prior to the latest version. 

For example, if the current version is 3.7.28, we extend support to versions as old as 3.7.26.

Updating the latest version often resolves any issues when troubleshooting and providing support, so we recommend it as a first step. You can find more information about this process in our documentation – How To Update Our Plugins.

Bug Fixing

We will always fix any bugs in our products as early as possible after they are brought to our attention. If you think you have found a bug, feel free to let us know by creating a ticket.

What Our Support Does Not Cover

To ensure transparency and eliminate any uncertainties, we would like to clarify that our support scope does not cover everything. For your convenience, we have outlined the specifics below:

  • Assistance for users of null (pirated) plugins.
  • Instruction in CSS, Javascript, PHP, MySQL, and guidance on customizing JS/PHP code.
  • SEO consulting. Kindly consult an SEO expert for matters related to search engine optimization.
  • General WordPress support. You can access helpful resources and solutions for WordPress on the WordPress.org forums.
  • General WooCommerce support. For inquiries regarding WooCommerce, please refer to the WooCommerce Support forums.
  • Aid with site migration-related issues.
  • Troubleshooting compatibility problems with third-party themes/plugins.
  • Material related to black magic or similar harmful practices that target human well-being.
  • Websites endorsing tobacco, vape products, illegal drugs, or excessive alcohol consumption (excluding licensed pharmacies and legally authorized cannabis dispensaries)
  • Explicitly sexual or pornographic content, characterized by explicit depictions of sexual organs or activities designed to provoke erotic, rather than aesthetic or emotional, responses.
  • Realistic portrayals of violence towards humans or animals, including depictions of killing, maiming, torture, or abuse, as well as content that advocates for violence.
  • Individuals or entities that involve or promote Satanic religious content

We hope this clarification helps you better understand our support coverage.

Customization

Our support service encompasses the assistance for our products in their original form, as developed and released. Please note that any form of modification or customization falls outside the scope of our support offering.

Should you require specific customizations or have personalized needs, you have the option to engage a developer or reach out to our weLab team for a paid solution.

Additionally, for those seeking site maintenance services, our weCare service is available to fulfill that need.

Why we do not provide customization

In our pursuit of delivering top-notch customer support, certain boundaries are necessary to optimize the quality of assistance provided by our support team. Addressing requests for customizations and modifications requires additional time and effort, potentially diverting our support engineers’ focus from resolving valid issues faced by other customers. It is important to recognize that this customer could even be you.

Product Support Channels

We provide support related to Pre-sales Queries through Live Chat and Technical Support through the Helpdesk.

We do not provide support through any other channels like Facebook, Whatsapp, Twitter, phone, etc. All the social communities we have are for free discussion related to the products between the users.

Please bear in mind what we do support while creating a support ticket. We may ask for your site credentials to check your site thoroughly in any case if we need to assist you. While providing the site credentials, Do not forget to keep a backup of the entire site. Please follow the instructions provided by our technical team members on how to provide the details securely.

By providing the site credentials, you agree to give us full consent on any kind of checking or modification needed to find the issue on your site. When we do intense debugging, there could be some errors in the frontend due to unwanted data loss or modification. That is why we always prefer staging/duplicated site credentials.

Please do not share the credentials to your site with anyone as it compromises your personal information. Any information you submit to us through our Helpdesk will be handled with strict confidentiality. Only you and our support team will have access to that acknowledgment.

Important Suggestion

Once you have initiated or responded to a ticket, we recommend refraining from further updates. This is because each time a new message is added to a ticket that’s in waiting status, the ticket gets refreshed and moves to the back of the support queue, potentially losing its priority position. It’s important to note that the more frequent the updates, the longer the expected wait time.

Regrettably, we do not have the capability to alter this mechanism as it is closely tied to the support tool we employ.

Acceptance of the Policy

By purchasing a product from dokan.co, you affirm that you have conscientiously perused and comprehensively grasped the support policy, and are in concurrence with its terms.

If you do not agree with our policy, we sincerely request that you abstain from making a purchase.

Supplementary Glossary