Support Policy & SLAs
Included support for paid Magento extensions
Standalone paid Magento extensions include 12 months of Plus priority email support from the order date unless the order states another tier. Contact us with your order number and the affected product. The first-reply target is one UK business day (Monday to Friday, excluding England bank holidays); it is a reply target rather than a guaranteed fix time. New support requests pause when the paid term ends. The installed version may continue to run. Renewal is optional and is never billed automatically.
Response targets
- Basic tier — email support, 48-hour first-reply during business days.
- Plus tier — priority email, one-UK-business-day first-reply.
- Pro tier — priority + Slack, 2-business-hour first-reply, source-code patches when needed.
- Done-For-You — 1-business-hour first-reply, 24-hour resolve target, weekly review for the first 90 days.
Last updated: 27 September 2026. This version applies to orders placed from that date.