Product Support Policy

Every active license purchased through CAIRO INFOTEC DIGITAL STORE includes direct support from our product engineering team. We are committed to helping you resolve compatibility challenges, configuration issues, and technical bugs promptly.

1. Support Eligibility

Technical support is available to customers with an active, valid license key. If your license has expired, you can renew it anytime to re-enable priority ticket assistance.

2. What Our Support Covers

• Assistance with product installation and license key activation.
• Guidance on configuring core plugin, theme, or template settings.
• Investigation and remediation of verified software bugs or unexpected errors.
• Compatibility verification with supported WordPress core versions and modern browsers.

3. What Support Does Not Cover

• Third-party plugin or theme conflicts caused by nulled, poorly coded, or obsolete software.
• Custom development, code modifications, or custom CSS styling requests beyond standard documentation.
• Hosting server administration, PHP configuration errors, or database server optimization.

4. Response Times & Channels

Support is delivered exclusively through our authenticated Support Ticket System. This ensures your inquiries are tracked and prioritized securely:

• Standard Hours: Monday – Saturday, 9:00 AM to 7:00 PM IST.
• First Response Time: Typically within 2 to 4 business hours for critical issues, and under 24 hours for standard questions.