You are requested to go through our Support Policy before initiating any complaint.
We understand that there can be issues due to the version change of a particular technology. It is often observed that whenever there are such upgrades, its structure goes through drastic changes and can lead to destroying your extension. During such times, we will try our best to help you at the earliest. However, it takes longer than expected sometimes. So we would request you to be patient and wait until we make the plugin compatible.
DeskXpand Support team might ask for FTP and Admin Panel details from you. We ask for these details as we need to go through your product to understand, identify and find a solution to your problem. During such times, we would want you to trust us as we have been working with the customer service industries for over a decade and maintain good records. Your data remains absolutely confidential and we never share your details with anyone at any point of time.
Once we close your request, we completely delete the records of your credential from our database.
DeskXpand provides free support for the 30 days from the date of purchase. As a part of our support services, we will answer questions related to our products, fix the errors/bugs and make sure that our product works exactly the way we have promised it should.
If there are any issues due to third party conflicts, we would not be able to resolve these issues within the standard support services.
When there is a bug, error, flaw or failure in your standalone solution and it leads you to get an unexpected result, we consider it as the error of DeskXpand. However, if the bug is not because of DeskXpand and is a technology/third party conflict bug; then we would charge a fee to fix that error, failure, mistake or bug. Post expiration of our standard support, we are committed to give the support you need, however we would charge as per standard industry rate.
Payments made on www.deskxpand.com could sometimes fail or remain in a pending stage.
Note: If your payment is still processing, you will see a "We haven’t received payment confirmation from your bank or credit card yet". In such cases, do not attempt paying a second time unless you’re sure that your payment failed. If you accidentally pay twice, we’ll refund your extra payment within a few days.
DeskXpand Support team will ensure that your money is not withheld at our end and will provide support in getting your withheld money back into your account. In case you wish to proceed with your purchase, you may require to initiate the transaction again in most such occurrences.
If you want support from us or need to report bugs, feel free to email us at email@example.com, and we will help you resolve the problem at the earliest. DeskXpand processes weekend emails on the next Monday (GMT+5:30) at the beginning of the week. We get back to the emails with our replies within 48 business hours. However, it might take longer than that if we are backlogged. So we request you to have patience and we’ll definitely get back to you.
We request you to read the ’User Manual’ of each of our extensions and plugins and also find the link to the documentation and video tutorial for each one of them. (if available)
For more questions, you can visit the FAQs page related to the product and it is sure to help you.
Kindly note that we are unable to provide support through remote desktop or screen sharing means. In order for us to resolve your queries, we would kindly request you to share the required login details to provide access. You may choose to create a temporary password to provide this access.
Feel free to get in touch with us anytime during the live chat. If you have any issue pertaining to the module or any technical query, feel free to write to us - firstname.lastname@example.org
You can initiate live chat with us during the below given hours:
Monday - Friday 10:00 AM - 6:00 PM (GMT + 5:30)
In case we do not respond promptly on the chat, please leave us a message or email us and we’ll get back to you.
We have the rights to bring changes to the above-given Support Policy without any prior notice.