Support policy

At mypresta.rocks, our mission is to make sure you have the resources and guidance needed to maximize your modules’ functionality. Below, we describe the channels you can use to request help, what we do (and don’t) cover in our support, and how we expect you to prepare any information we might need to troubleshoot effectively.

1. Scope of Our Support

  • Technical & Informational Queries: We’re happy to answer questions about installing, configuring, and maintaining our modules. You can also inquire about upcoming features or modules in development.
  • Module Documentation & Demos: We aim to provide comprehensive documentation and live demo access wherever possible, helping you understand the product before and after purchase.

2. Recommended Support Channels

  • Contact Form (Preferred): The best way to open a support ticket is via our online form on mypresta.rocks. This ensures we collect the basic details needed to start troubleshooting right away.
  • Email: Alternatively, you can reach us at [email protected]. Please include your order reference, module name, and a concise description of the issue in your message subject line.
  • Phone Calls: While we’re available for brief phone conversations, phone-based support is generally less practical for diagnosing code or configuration problems. We recommend using our form or email for more detailed assistance.

3. Support Duration & Updates

  • Initial Free Support: Each module purchase includes one (1) month of free support. During this period, you receive help with initial setup and resolving any compatibility issues discovered.
  • Extended Support: Should you need ongoing assistance—up to one (1) year—you can purchase an extended support package listed on each product’s page.
  • Module Updates: Within your support window, you can download and install new versions of your purchased module at no extra cost, getting bug fixes and compatibility enhancements.

4. Support Inclusions

  • Technical Troubleshooting: Our team will guide you in diagnosing installation issues, code conflicts, or functionality that’s not working as described.
  • Bug Fixes & Aligning with Descriptions: If the module behaves differently from what is stated on its product page, we will resolve those discrepancies to ensure it aligns with the documented features.
  • Configuration Assistance: We offer advice on recommended settings and best practices so you can adapt the module to your store’s operations.

5. Support Exclusions

  • Module Customization or New Features: Adding extra features or significantly altering the module’s default look and functionality goes beyond standard support. However, we welcome requests and may integrate popular suggestions in future versions.
  • Conflict with Non-Standard Environments: If your store heavily modifies PrestaShop core files or uses third-party modules/themes that deviate from coding standards, we cannot guarantee compatibility or fixes beyond our code’s intended scope.
  • Altered Core Module Files: We are not responsible for issues arising from direct edits to the module's PHP, JS, or other core files. Minor.tpl or.css changes are acceptable for design tweaks, but extensive rewrites might void support.

6. Required Information for Effective Support

To troubleshoot issues quickly and accurately, we may request the following:

  • Store URL: The public link to your storefront (e.g., https://example.com)
  • Admin Panel URL: A link to your PrestaShop back office login page (e.g., https://example.com/adminXYZ)
  • Super Admin Credentials: Login details with adequate privileges to replicate or investigate the issue.
  • FTP Access: In cases where deeper file analysis or editing is needed, providing FTP credentials helps us inspect logs and code directly.
  • Detailed Description: A clear explanation of the issues you’re facing (error messages, logs, screenshots, etc.) along with information on any preceding steps or changes made right before the problem surfaced.

We appreciate your collaboration in sharing these details. It allows us to pinpoint the exact cause faster, especially when diagnosing complex or environment-specific conflicts.

7. Responsibilities & Recommendations

  • Storeowner Testing: Always test new modules or significant updates in a development or staging environment before rolling them out to your live store.
  • Backups: Perform routine backups of both your database and files, especially prior to installing or updating modules. We are not liable for any unintended data loss.
  • Collaboration: If we request logs, screenshots, or access to test user accounts, providing them swiftly ensures more efficient troubleshooting.

8. Escalation & Solution Path

  • First Attempt Fixes: We typically begin by replicating your issue to identify the cause and develop a straightforward solution or patch.
  • Further Investigation: If the issue is environment-specific or stems from third-party conflicts, additional back-and-forth might be required to resolve the root cause.
  • Resolution or Refund: In rare cases where functionality contradicts the product description and cannot be fixed, we may follow our Refund Policy.

9. Contact & Hours

To open a support ticket, use our contact form (preferred) or send an email to [email protected]. Though we aim to respond within one (1) business day, response times may vary based on volume and complexity. While phone calls are possible, in-depth technical resolution typically requires written communication for clarity and traceability.

10. Conclusion

We’re dedicated to helping you get the most from our modules by providing prompt, effective support. By following these guidelines—sharing relevant info, testing in staging environments, and respecting the boundaries of standard support—both you and our team can work efficiently toward resolving any issues. If you have any questions or concerns, feel free to reach out through our recommended channels. We appreciate your business and look forward to assisting you.