What is Product Support?

Product support is a service offered for many products on Jaffar Ali Tech. When you have support for your purchased product, it means our team is available to help you resolve any issues you might encounter while using the product.

What's Included in Product Support

What's Included

Supported Product
6 months support with options to extend

All Products

Updates to ensure the product works as described and is protected against major security concerns

✅ Yes

✅ Yes

Discretionary version updates

✅ Yes

✅ Yes

Availability of our support team to provide assistance

✅ Yes

❌ No

Technical questions about the product's built-in features, functionality and third-party integrations

✅ Yes

❌ No

Assistance with reported bugs and issues

✅ Yes

❌ No

Help with included third-party assets (e.g., image sliders, contact forms)

✅ Yes

❌ No

The Product Support Period

A supported product includes support for 6 months from the purchase date. During those 6 months, our team is expected to be available to provide the support services we've set out on this page.

If you're about to purchase the product, you'll have the option to purchase extended product support, increasing the support period up to a maximum of 12 months from the date of purchase.

What Else Is Included?

• Answering questions about how to use the product
• Answering technical questions about the product (and included third-party assets)
• Help with defects in the product or included third-party assets
• Product updates to ensure ongoing compatibility and to resolve security vulnerabilities
• Updates to ensure the product works as described and is protected against major security concerns
• Included version updates for all products

What's Not Included in Product Support?

Product support does not include services to modify or extend the product beyond the original features, style and functionality described on the product page. For customization services that will help you tailor the product to your specific requirements, we may offer paid customization services—please contact us to inquire.

Not Included:

• Installation of the product
• Hosting, server environment, or software setup
• General training or education about platforms/tools
• Help from third-party asset creators

Examples of Support Requests

Here are some examples of support requests that are and are not included in the support purchase.

✅ INCLUDED

• "I can't find the setting that will allow me to add in my company logo, can you help me?"
• "Hi, I'm not sure how to change the color scheme, can you point me in the right direction?"
• "When I add pictures into the image slider they aren't centered correctly. How do I fix this?"
• "How do I change the text in the contact form?"
• "It looks like there's an error in the code, can you please take a look?"

❌ NOT INCLUDED

• "Hi, can you please add in a new feature that will allow me to add video clips?"
• "I'm having trouble installing this on my server, can you log in and install it for me?"
• "I'm new to this platform and not sure how it works, can you teach me the basics?"
• "Your product doesn't have eCommerce functionality, can you add this in?"

Can I Renew My Product Support?

Yes, you can! If you have less than 6 months remaining on a supported product, you're eligible to renew your support.

How to Renew:

1. Log in to your Jaffar Ali Tech account
2. Go to your Purchase History
3. Find the product you want to extend support for
4. Click "Extend Support" and complete the purchase

How to Request Support

If you have an active support package:

Contact Support

Email: support@jafaralitech.com
Subject: Support Request - Order #[Your Order Number]

Include in your email:

• Your order number
• Detailed description of the issue
• Screenshots (if applicable)
• Steps to reproduce the problem

Support Response Times

Priority Level

Response Time

Critical Security issues, complete failure

Within 24 hours

High Major functionality broken

Within 48 hours

Standard General questions, minor issues

Within 72 hours

Need More Information?
For complete details about our support policies, contact us at support@jafaralitech.com