Support policy

The module support policy at mypresta.rocks: what technical assistance covers, troubleshooting, updates, and response times.

mypresta.rocks · Updated 10/10/2026

This page covers how to get help, what support includes (and what it doesn't), and what info we need from you 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. During demos, we answer questions and give basic guidance; full technical support starts with purchase.
  • Bug Reports from Everyone: Reports of genuine defects are welcome from anyone at any time, including users of our free modules and customers whose support period has ended. They help us improve the code for every store. A report on its own does not create an entitlement to troubleshooting, a response or a fix on any timescale; assistance comes with active support, including paid support for free modules.

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 info@mypresta.rocks. Please include your order reference, module name, and a concise description of the issue in your message subject line.
  • Phone Calls: Support runs through our ticket system. Phone calls are possible by appointment; please book first. We recommend using our form or email for more detailed assistance.

3. Support Duration & Updates

  • Initial Free Support: Each premium module purchase includes 3 months of free support, counted from the purchase date. During this period, you receive initial setup guidance and troubleshooting within the scope of our module support.
  • Free Modules: Free modules include no support time (see the Free Modules Terms). If you want support on a free module, you can add it separately; genuine bug reports are always welcome regardless (see section 1).
  • Extended Support: Should you need longer coverage, you can choose a 6, 9 or 12 month support period at purchase (the total period, counted from the purchase date) or add monthly support later; the options are listed on each product’s page.
  • While support is active, you can download and install available module updates at no extra cost.

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: During active support, we work to resolve discrepancies between module behavior and documented features. Refund rights follow our Refund Policy.
  • 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.
  • Modified Modules: You may adapt the code for your own licensed shop, but a module you modify is outside support. We may still help as goodwill; we are not responsible for behaviour your changes introduce.

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: We strongly recommend testing new modules or significant updates in staging before live use. You may install them anywhere at your own risk.
  • Backups: Perform routine backups of both your database and files, especially prior to installing or updating modules. We are not liable for data loss caused by modules in your shop; we are responsible only for our paid installation, configuration or customisation work. We are never responsible for pre-existing problems in your shop that our work reveals or triggers. We accept no responsibility for what our modules or demos do in your shop, whether the effects are positive or negative.
  • 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: Each module has one 30-day window from purchase, or from the demo if used first; demo days count. A request within it receives a full refund. We may offer a fix, but you decide. Afterward, refunds are possible only for core-function defects we cannot fix. See our Refund Policy.

9. Contact & Hours

To open a support ticket, use our contact form (preferred) or send an email to info@mypresta.rocks. Though we aim to respond within one (1) business day, response times may vary based on volume and complexity. Phone calls require an appointment; in-depth technical resolution typically requires written communication for clarity and traceability.

10. Summary

Share relevant info, test in a staging environment first, and use the contact form or email. We'll take it from there.

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