What does item support include?

Support is the seller answering for their own work. It covers the item doing what the item page said it does.

Covered by support

• Bugs in the item. Something in the code does not work as described, and the seller fixes it.
• Getting it installed. Help with installation, first setup and configuration on an environment the item says it supports.
• How to use its features. Questions about the functionality that shipped with the item.
• Problems introduced by an update. If a new version breaks something that worked, that is the seller's to fix.
• Clarifying the documentation. Where the docs are thin or unclear on something the item does.

What a reasonable reply looks like

Sellers are individuals and small studios in every timezone, not a staffed helpdesk. A reply within a couple of working days is normal. A serious bug should be acknowledged faster than a question about a preference.

How to get a good answer quickly

Say what you expected, what happened instead, and how to reproduce it. Include your versions, the exact error text rather than a description of it, and a screenshot if it is visual. A vague report and a precise one get very different response times, from any seller.

Where the line is

Support is not free custom development, which is worth reading in full before you ask: what support does not cover.