Item Support Policy

1. Welcome to Item Support

On SprukoMarket, item support is provided directly by the item’s Author when support is enabled for that item. Support is intended to help buyers use an item as described, including answering product questions, troubleshooting in-scope issues, and assisting with bundled third-party components where applicable.

This page explains what support includes, what it does not include, how support availability works, how support duration is shown on item details, and how buyers should use support effectively.

Quick Summary

• Included: usage and feature questions, troubleshooting reproducible bugs, guidance for bundled third-party assets, and in-scope technical assistance.
• Not included: customization, installation, server or hosting work, unsupported environments, and third-party services or APIs not included with the item.
• Support availability: decided by the Author for each item.
• Support duration: shown on the item details/Product page when support is available for that item.
• Subscription support: available while the subscription is active, where support is included with the subscription.
• Updates: separate from support and included according to the applicable item coverage, access model, and marketplace rules.

2. What You Should Do First

Before contacting the Author for support, please review the item documentation, FAQs, demo notes, and any available answers on the item page. Many common questions are already addressed in the documentation or previous support guidance.

• Read the included documentation carefully.
• Check the item page for FAQs, changelogs, and usage notes.
• Confirm that your environment meets the item’s stated requirements.
• If reporting an issue, prepare clear reproduction steps, screenshots, logs, and environment details.

3. Who Provides Support

• Author-provided support: Support is provided directly by the item’s Author when support is enabled for that item.
• Author-selected channels: Each Author chooses the support channel or channels used for their items. These may include item comments, email support, or the Author’s own external helpdesk or portal.
• Public comments: If support is offered through comments, buyers should not post passwords, licenses, personal data, private project files, payment data, or any other sensitive information publicly.
• Private channels: If the Author offers email or an external helpdesk, buyers should use those channels for issues involving logs, screenshots, account data, or other non-public information.

4. Support Availability & Duration

Support on SprukoMarket is governed by two separate rules:

• Support availability: the Author decides whether an item is sold as Supported or Unsupported.
• Support duration: if support is enabled, the support period is shown on the item details/Product page.

Authors do not set different default support durations by license. Personal, Commercial, Extended, and category-specific licenses receive the same support period shown on the item details/Product page when support is enabled. Support renewal or extension may be available after the initial support period expires, depending on marketplace availability and item settings.

Questions about support are assessed based on whether support was active at the time of the request and whether the request falls within this page’s scope.

5. What Support Includes

When support is active for a supported item, support generally includes:

• Usage and feature questions: answering questions about built-in features, intended functionality, and normal workflows.
• Guidance to documentation: directing buyers to manuals, FAQs, examples, demos, comments, or already-documented answers where relevant.
• Technical questions within scope: helping buyers understand how included functionality is intended to work.
• Bug triage and troubleshooting: investigating reproducible defects in the item and providing guidance, workarounds, patches, or fixes where appropriate.
• Bundled third-party assets: helping buyers understand or troubleshoot third-party components included with the item.
• Security issues: addressing confirmed security vulnerabilities affecting the item within a reasonable timeframe, with critical issues prioritized.
• Supported environments: assistance relating to the versions, environments, and requirements expressly listed on the item page or in the documentation.

6. What Support Does Not Include

Unless the item page expressly states otherwise, support does not include:

• Customization: modifying the item beyond the original features, layout, design, or functionality described on the item page.
• New feature development: requests for enhancements, custom integrations, or additional functionality not sold with the item.
• Installation and setup services: installing the item into your project, CMS, app, server, or production environment.
• Hosting and server administration: work relating to database setup, CDN, SSL, DNS, mail configuration, deployment, infrastructure, or server-side tuning.
• Unsupported environments: issues caused by unsupported browsers, devices, operating systems, software versions, frameworks, or unmet prerequisites.
• External third-party services or APIs: issues relating to paid services, API accounts, external vendors, or integrations not included with the item.
• Training or consulting: coding lessons, platform education, general business consulting, or extensive tutorials beyond normal product guidance.
• Content creation: copywriting, graphics, media creation, SEO work, or other production services.
• Legal or compliance advice: including tax, privacy, licensing, regulatory, or jurisdiction-specific legal advice.
• Modified-source issues: problems caused by buyer edits, rewrites, obfuscation, minification, third-party code injection, or non-standard builds.

7. Updates vs. Support

Support and updates are separate.

• Support means direct assistance from the Author within the scope described on this page.
• Updates mean new versions or releases of the item, which may include bug fixes, security patches, compatibility improvements, performance improvements, and other changes made available to eligible buyers.

Future updates are included according to the item’s applicable marketplace coverage, access model, license terms, and Product page terms.

• Bug fixes: Authors may release fixes, maintenance releases, and improvements as part of normal item updates.
• Security fixes: confirmed security issues should be addressed within a reasonable timeframe, subject to applicable law and technical feasibility.
• Compatibility updates: ongoing compatibility may depend on whether related platforms, frameworks, or dependencies remain supported by the Author.
• Feature improvements: Authors may continue improving and refining their items through future updates.

8. What May Still Apply to All Item Purchases

Even where an item is unsupported, buyers may still receive the rights, downloads, updates, and protections included under the applicable license, item page terms, marketplace rules, and law.

• Items should work substantially as described on the item page, subject to the supported environment and stated requirements.
• Confirmed major security concerns should be addressed within a reasonable timeframe where required by applicable policy or law.
• Future item updates may continue to be made available according to the item’s applicable coverage and marketplace rules.

9. Fair Use & Buyer Cooperation

Support is most effective when buyers provide clear, relevant, and complete information.

• Stay in scope: support requests should relate to supported features and supported environments.
• One issue per thread: keep each request focused on a single issue where possible and avoid duplicate tickets.
• Provide useful details: include steps to reproduce, screenshots, logs, browser or device details, software versions, and any other information reasonably needed to investigate the problem.
• Reproducibility: if the issue cannot be reproduced on a clean installation or supported environment, the Author may classify it as out of scope.
• Reasonable use: excessive, repetitive, abusive, or clearly out-of-scope requests may be limited or declined.
• Documentation-first: if the answer is already available in the documentation or item page materials, the Author may direct the buyer there.
• Response times: response times may vary depending on volume, complexity, weekends, holidays, or announced Author breaks.

10. Evidence, Environments & Third-Party Dependencies

• Supported environments: support claims are generally assessed against the minimum requirements and supported environments stated on the item page or in the documentation.
• Third-party dependencies: if an external platform, dependency, or service changes after purchase, support obligations may be limited to what is reasonably within the Author’s control.
• Bundled assets: when third-party assets are included with the item, support covers their included use in the item, but does not create a separate support obligation from the original third-party creator unless expressly stated.
• Data minimization: buyers should redact passwords, private keys, payment information, and other sensitive information before sharing screenshots, logs, or files.

11. Temporary Access & Remote Debugging

Some issues may require temporary access to a test environment for investigation. This is always at the Author’s discretion and should be limited to what is strictly necessary.

• Use temporary, least-privilege credentials only.
• Never share primary admin credentials, payment details, or sensitive secrets.
• Prefer staging environments over live production systems where possible.
• Revoke all temporary access after the issue is resolved.

12. Legal

• This page forms part of the Terms of Service.
• It should be read together with other applicable marketplace policies and legal terms.
• Nothing on this page limits any non-waivable consumer rights that apply under law.

13. Frequently Asked Questions

1. Is installation included in support?

No. Installation, deployment, hosting, and server setup are not included unless the item page expressly says otherwise.

2. Can an item be sold without support?

Yes. Authors may choose to mark an item as unsupported. In that case, direct Author support is not included unless otherwise expressly stated.

3. How do I contact the Author for support?

Check the item’s Support section. The Author may provide support through item comments, email, or their own helpdesk or support portal.

4. How do I know whether my support is active?

Check your purchase details and the item’s Support section to see whether the item is supported and the support period shown for your purchase.

5. What happens when my support expires?

Once support expires, the Author is no longer obligated to provide direct support. However, you may still receive future item updates where updates are included under the applicable item coverage, license terms, access model, and marketplace rules.

6. Can I renew or extend support?

Yes, if support renewal or extension is available for the item, you may renew or extend support anytime through the item page, purchase flow, or account area, subject to marketplace availability and item settings.

7. If an item is unsupported, do I still get updates?

Support and updates are separate. If updates are included for the item under the applicable license, access model, and marketplace rules, you may continue receiving future updates even when direct support is not included.

8. Can I ask for customization as part of support?

No. Customization and new development are outside the standard scope of support unless the item page expressly states otherwise.

9. What if I modified the item and something broke?

Problems caused by buyer modifications, unsupported edits, or non-standard builds are generally outside support scope. The Author may assist at their discretion, but is not required to do so.

10. Can I get a refund because support expired?

No. Expired support alone is not a refund reason unless applicable marketplace rules expressly provide otherwise. Refund requests are reviewed under the Refund Policy.

11. The Author is unresponsive — what should I do?

Please first use the Author’s recommended support channel and provide all relevant details needed to review your issue. You should then allow the support response time stated in the item’s Support section, since response expectations may vary by Author and by item.

If the Author does not respond within the stated response duration, you may contact the SprukoMarket Help Center. We will review the case and take appropriate action in accordance with the Author Policy.