Frequently asked questions

Find quick answers to frequent pre-sale questions asked by customers

• Do you provide customer support?

  The item support period

  The store creation includes support for 12 months from the subscription date. If you’re about to create your store, you’ll have the option to purchase extended support, increasing the support for an additional 12 months from the date of subscription.

  What else is included?

  Answering questions about how to use your store Answering technical questions (and included third party assets) Help with defects in the management of the store Store updates to ensure ongoing compatibility and to resolve security vulnerabilities Updates to ensure the store activity and the protection against major security concerns

  What’s not included in item support?

  Store support does not include services to modify or extend the Store functionality beyond the original features and functionality described on the store page. For customization services that will help you tailor the store to your specific requirements, we recommend contacting us to see if we privately offer paid customization service.

  • Creation of payment credentials
  • Creation of Shipping credentials
  • Help from authors of included third-party assets

  Contacting support

  Support is provided Mon - Fri through item support page.

• Are updates and bug fixes included in the cost of the store?

  Regardless of whether you have support or not:

  • When we release an update, it will be available for your store for free
  • You can report bugs
  • You can expect us to keep the store in good working order, working as described and protected against major security issues
• Can I extend or renew my store support?

  Store support option

  The support options available to you depend on when you make the support purchase.

  • A support upgrade is 12 months of additional support that can be purchased at the time of the subscription.
  • A support renewal is 12 months of support that can be purchased after any existing support for a store has expired.

  How do I renew or extend my support?

  In order to extend or renew a store support offering, you must have less than 6 months of the existing support period remaining and also the author must still be offering support on their store.

  To renew the support component on an item, please follow these steps:

  • Log in to your account
  • Hover over your username and click ‘Manage Subscription’ from the drop-down menu.
  • The subscription section displays a list of all the options purchased using your account.
  • Click on ‘Renew support now!’ or ‘Extend now’ next to the item you wish to renew the store support for and that’s it!
• Do you provide customization services for your stores?

  Store support does not include services to modify or extend the store beyond the original features, style and functionality described on the store page.

  For customization services that will help you tailor the store to your specific requirements, please contact us to see if we are available to offer paid customization service or check out service providers on Ymple.