Extension Updates & Support Policy
1. INTRODUCTION
This policy outlines the terms for updates and support of Magento extensions developed by Plumrocket, collectively referred to hereafter as the "Support Period." This term encompasses both our ongoing updates and comprehensive technical support, ensuring alignment with our commitment to high-quality products and exceptional service.
The scope of this policy includes all extensions developed by Plumrocket and sold on the official Plumrocket Store (plumrocket.com), Adobe Commerce Marketplace (commercemarketplace.adobe.com), or any other third-party website and marketplace.
2. CHOOSING YOUR SUPPORT & UPDATE DURATION AT PURCHASE
- Available Support Options: Customers purchasing extensions will receive a complimentary 1-year Updates & Support period. This period covers access to the latest extension versions, new features, updates, fixes, and dedicated technical support.
- Support for Free Extensions: We offer the option to purchase a support period for our free extensions.
- Pricing for Each Option: The initial 12-month support and update period is included with the product purchase at no extra cost. An option to upgrade the support to 24 months in total is available for an additional fee of 50% of the product price.
3. RENEWAL OPTIONS: CONTINUING YOUR SUPPORT & UPDATES
- Eligibility for Renewal: Support and updates can be extended or renewed at any time, even after the initial period ends.
- Pricing to Extend Support: The cost to extend your support before it expires is 50% of the product price for a 12-month period or 90% for a 24-month period.
- Pricing to Renew Support: The cost to renew your support after it ends is 70% of the product price for a 12-month period or 110% for a 24-month period.
- Process for Renewal: Customers can manually extend or renew their updates and support services at any time through the My Account -> My Downloads page.
4. NO AUTOMATIC RENEWALS & NO SUBSCRIPTIONS
- Explicit Statement: We do not operate on an automatic renewal or subscription model. Renewals are done manually by the customer.
- One-Time Payment Clarification: All payments are one-time for the chosen period with no auto-renewal.
- No Subscription Model: This approach ensures freedom from commitments and unexpected costs, providing flexibility to our clients.
5. UPDATES AND SUPPORT FOR ADDITIONAL LICENSES
- Multi-License Coverage under One Support Period: Purchasing support and updates for one extension license entitles you to free updates for any additional licenses of that same extension on your account. It's essential to understand that full support and updates apply exclusively to your primary license, while all other licenses benefit from free updates only. Should support be required for additional licenses, it is advised to purchase separate updates & support for these licenses.
6. EXTENSION USAGE AFTER UPDATES AND SUPPORT PERIOD EXPIRES
- Ongoing Access and Rights: Regardless of your Updates and Support period's status, you retain the right to use, customize, and manage any purchased extensions. This includes access to all updates released before the end of your Updates and Support period, ensuring seamless operation of the extension in your online store.
- Composer Access Retention: Permissions for composer access are retained even after your Updates and Support period expires. You can download versions of packages for previously purchased products, available up to the date when your Updates and Support period was active, via composer and from your account’s download section. This ensures uninterrupted access to the versions of the extensions that were covered during your active support period.
- Continuous Use Without Active Updates and Support: Following the expiration of your Updates and Support period, you are entitled to lifetime access to the original extension codebase. While there will be no further charges, access to new updates and ongoing support services will not be available. However, you can still customize the existing code to suit your needs.
7. TERMS FOR PURCHASES MADE BEFORE JANUARY 10, 2024
- Update Policy for Early Purchases: Customers who purchased Magento extensions before January 10, 2024, will continue to benefit from free updates. We are committed to sustaining this policy in recognition of their early support and trust in our products. This policy may be subject to future evaluations, taking into account the ever-changing market environment.
- Orders with Active Extension Support Period: We commit to honoring the support period initially selected by these early customers. All ongoing support agreements will be upheld as per the conditions agreed upon at the time of purchase.
- Orders with Expired Extension Support Period: For customers who made their purchases before January 10, 2024, and whose support period has expired, we offer the opportunity to access new support packages based on our current terms. This option provides additional flexibility for those in need of extended or enhanced support services.
8. TECHNICAL SUPPORT FOR MAGENTO EXTENSIONS
We offer dedicated technical support for all our Magento extensions and packages, ensuring our customers receive timely and efficient assistance.
The first 12 months of technical support are included with every extension purchase. We strongly encourage maintaining active coverage to continually benefit from our expert technical support team.
Included in Technical Support:
Our technical support period encompasses the following services:
- A dedicated customer care manager for personalized assistance.
- Email support for both general and technical inquiries, including the ability to create and monitor technical tickets.
- Guaranteed 24-hour response time on business days.
- A technical engineer is assigned to your ticket.
- Prompt troubleshooting and bug fixes in Plumrocket extensions.
- Professional guidance and consultations.
- Complimentary estimates for custom modifications of our extensions.
Exclusions from Technical Support:
It's important to note that our technical support for Magento extensions does not cover the following:
- Custom development services.
- Installation and configuration of extensions.
- Third-party integrations and compatibility fixes.
- Extension update service.
- Support and debugging for extensions modified by the customer.
While these services are beyond the scope of our standard technical support, they are available for separate purchase on our Magento Services page, offering a comprehensive solution for your additional needs.
9. CANCELLATION AND REFUND POLICY
- Cancellation Terms: Our updates and support services operate without automatic renewals, eliminating the need for a formal cancellation process. If you decide not to renew, it simply results in the discontinuation of these services.
- Refund Conditions: Refund conditions for the renewal of support and updates are described in the company's standard refund policy.
This document was last updated on February 8, 2024
