We provide support for modules and services according to the scope specified on the product page, in the service package, or in an individual offer. The purpose of this page is to organize contact rules, support scope, and expectations on both sides.
1. Contact channels
- requests are accepted through kontakt@shopaddons.pl and through support tools made available in the store or customer panel
- the request should ideally include the order number, module name, PrestaShop version, PHP version, and a clear issue description
- for more complex cases, screenshots, logs, testing access, or environment details are highly useful
2. What standard support covers
- assistance regarding standard product functionality
- verification of module issues or license activation problems
- information about available updates, access methods, and basic installation expectations
- guidance on whether the issue comes from the product, the store environment, or a non-standard custom modification
3. What standard support does not cover
- custom modifications beyond the standard product scope
- theme changes, external integrations, or conflicts caused by non-standard third-party solutions unless explicitly included in the offer
- administrative or implementation work requiring separate analysis, access, or development effort
4. Priority and response model
Requests are handled during Monday-Friday, 9:00-17:00 (Europe/Warsaw). Priority depends on the scope purchased by the customer, the business impact of the issue, and the quality and completeness of the provided diagnostic information.
5. Paid and extended services
If the issue requires work beyond standard support, we may offer a paid service such as implementation, conflict analysis, environment review, custom development, or an ongoing maintenance package.