Support & Updates Policy

Support eligibility depends on the product and license tier shown at purchase. We may ask for the order email, order identifier, license identifier or other reasonable proof of purchase before providing licensed-product support.

Send support requests to fasstech.soft@gmail.com. Include the product name, platform version, product version, relevant error message and a concise description of what you expected to happen.

• Installation and configuration questions for documented Buildmerce functionality.
• Reproducible defects in Buildmerce code on supported platform and runtime versions.
• Reasonable assistance identifying whether an issue appears to be caused by Buildmerce, a third-party conflict or the hosting environment.
• License activation, entitlement, download and update-access questions.
• Clarification of published features, compatibility and documented usage.

• Custom feature development, bespoke integrations or project implementation work.
• General Magento, WordPress, WooCommerce, Shopify, BigCommerce, server or database administration unrelated to a Buildmerce defect.
• Debugging unlimited third-party modules, themes or custom code when the problem cannot be reproduced without them.
• Recovering a damaged production site when no usable backup exists.
• Training, design work, data migration or ongoing managed maintenance unless separately purchased.

We strongly recommend reproducing issues in staging before changing production. Customers are responsible for maintaining appropriate backups and access controls. Do not send Buildmerce passwords, private SSH keys, database dumps containing unnecessary personal data or unredacted payment information.

Where temporary access is genuinely necessary, use a dedicated least-privilege account and revoke it after the support task is complete.

The product page controls the currently advertised compatibility range. A product may stop supporting platform, PHP, framework or browser versions that are obsolete, insecure, no longer maintained upstream or disproportionately costly to maintain.

Compatibility with a core platform does not guarantee compatibility with every third-party extension, custom override or theme. We will make reasonable efforts to investigate clear conflicts involving widely used supported software, but custom integration work may require a separate engagement.

An active update entitlement allows access to qualifying releases during the stated term. Updates may include bug fixes, security fixes, compatibility work, performance improvements and new features. We do not promise a fixed release frequency unless a product-specific agreement says otherwise.

Release notes may identify important changes. Customers remain responsible for reviewing changes, testing in staging and confirming backups before production deployment.

Reports of credible security issues are prioritized based on severity and exploitability. We may provide a private fix, temporary mitigation or coordinated release before publicly discussing technical details that could increase risk to customers.

Customers may modify source code where allowed by the Software License Terms. If a support issue is caused by those modifications, Buildmerce may ask you to reproduce it on an unmodified supported version or may treat the work as custom development.

If a product is retired, we may stop selling it and eventually stop issuing new updates or standard support. Where practical, we will provide reasonable notice to active customers and explain any effect on subscriptions, licenses or downloads.