Support Policy

This document outlines what is included with your Tenanto purchase and how to get help.

Support Included

What's Covered

Response Times

What's NOT Covered

The following are not included in standard support:

• Custom feature development
• Third-party integrations beyond Stripe
• Server/hosting setup and management
• Custom code modifications
• Performance optimization of custom code
• Training sessions
• Phone or video call support

Extended Support Options

For items not covered, you can:

1. Hire us directly - Contact for custom development quotes
2. Community forums - Ask the community (when available)
3. Self-service - Use the documentation and examples

How to Get Support

Email Support

Email: [email protected]

Include in your support request:

1. Purchase code (from CodeCanyon)
2. Environment details:
   • PHP version: php -v
   • Laravel version: php artisan --version
   • Database type and version
   • Docker or traditional setup
3. Issue description:
   • What you're trying to do
   • What's happening instead
   • Steps to reproduce
4. Error logs:
   • storage/logs/laravel.log (last 100 lines)
   • Browser console errors
   • Network responses (if API related)

CodeCanyon Comments

For pre-sales questions, use the CodeCanyon item comments section.

Note: Do not post support requests in comments - use email for technical support.

Bug Reporting

What Qualifies as a Bug

• Functionality not working as documented
• Security vulnerabilities
• Breaking changes after updates
• Data loss or corruption
• Performance degradation from baseline

Not Considered Bugs

• Feature requests
• Incompatibility with custom code
• Issues caused by modifications
• Server configuration issues
• Third-party integration problems

Reporting a Bug

1. Check if already reported/fixed in latest version
2. Prepare a minimal reproduction case
3. Email with:
   • Subject: [BUG] Brief description
   • Severity: Critical/High/Normal/Low
   • Steps to reproduce (numbered list)
   • Expected behavior
   • Actual behavior
   • Screenshots/videos if applicable
   • Error logs

Updates & Security

Lifetime Updates

Your purchase includes lifetime access to updates:

• Bug fixes
• Security patches
• New features
• Laravel version upgrades

How to Update

See UPGRADING.md for version-specific instructions.

Security Notifications

Critical security updates are communicated via:

1. Email to registered purchasers
2. CodeCanyon item comments
3. CHANGELOG.md in the package

Refund Policy

Tenanto follows CodeCanyon's standard refund policy:

Eligible for Refund

• Item not as described in listing
• Item has critical bugs preventing use
• Security vulnerabilities not addressed
• Support not provided as promised

Not Eligible for Refund

• Changed your mind after purchase
• Doesn't meet undocumented expectations
• Purchased by mistake
• Lack of expertise to use it
• Found a free alternative

Requesting a Refund

Contact CodeCanyon support directly through their Help Center with:

• Order number
• Reason for refund
• Evidence (if applicable)

License Compliance

Regular License

• Use on one end product
• End users do not pay to use the product
• Cannot be redistributed as-is

Extended License

• Use on one SaaS product
• End users may pay to use the product
• Cannot be redistributed as-is

Multiple Sites

Each domain/site requires a separate license:

• site1.com → License 1
• site2.com → License 2
• staging.site1.com → Same as site1.com (OK)

Volume Licensing

For 5+ licenses, contact us for volume pricing.

Support Hours

Note: Support is provided in English only.

Escalation Process

If you're not satisfied with support:

1. First response - Reply to the ticket with concerns
2. Escalation - Email with subject "[ESCALATE]" + ticket reference
3. CodeCanyon dispute - Use CodeCanyon's dispute resolution

Contact Information

Security Note: For security vulnerabilities, do NOT post publicly. Email [email protected] directly.

Changelog

This policy is effective from January 2025.

Changes to this policy will be communicated via CodeCanyon item updates.