Support Policy
This policy explains what is and isn't covered when you purchase Art and Craft, in line with standard marketplace item-support terms. Support is provided by CreativeCape Solutions at creative-cape.com and support@creative-cape.com.
Support Scope
Item support for Art and Craft covers:
- Responding to questions about how the included features work.
- Answering technical questions about the product's built-in functionality.
- Help with defects — bugs and problems with the item itself.
- Item updates to ensure ongoing compatibility and to fix newly discovered bugs (free lifetime updates).
- License and add-on activation help — guidance on activating your domain and unlocking premium add-ons.
Item support does not cover:
- Installation of the item on your server (we provide documentation and the Install Wizard; hands-on install is a paid service).
- Customization or modification beyond the item's existing options.
- Help with third-party software or services not bundled with Art and Craft (payment gateways, email providers, hosting platforms, etc.).
- Hosting, server administration, or environment setup (Node, PostgreSQL, R2/S3, domains, SSL).
- Support for items that have been modified in ways that broke core functionality.
| Covered | Not covered |
|---|---|
| Bug fixes in Art and Craft | Bugs in your custom code |
| "How does feature X work?" | "Build feature Y for me" |
| Compatibility updates | Server / hosting setup |
| Included add-on functionality | Third-party service issues |
| License / add-on activation help | Custom integrations |
Response Time
- We aim to respond to support tickets within 1–2 business days.
- Tickets are handled in the order received; complex issues may take longer to investigate.
- For the fastest resolution, include your purchase code, the version you're running, your environment (Node and PostgreSQL versions, host), and clear steps to reproduce.
- Support is offered during business hours and excludes weekends and public holidays.
Bug Fixes
- Reproducible bugs in Art and Craft are fixed and shipped in a patch or minor release at no cost.
- Report bugs via a ticket at creative-cape.com with reproduction steps, expected vs actual behavior, and relevant logs/screenshots.
- Critical security issues are prioritized — please report them privately to support@creative-cape.com rather than publicly.
- Issues caused by modifications to core files, incompatible environments, or third-party services fall outside bug-fix coverage and may be quoted as paid work.
Feature Requests
- We welcome feature requests and use them to shape the Roadmap.
- Submitting a request does not guarantee implementation or a timeline.
- Requests aligned with the product direction may be added to a future free update.
- Bespoke, single-customer features are handled as paid customization.
Paid Customization
The following are available as paid services, quoted per project:
- Custom booking workflows, pages, endpoints, or UI screens.
- Integrating third-party services not already supported.
- Theme and branding work beyond the built-in options.
- Installation, migration, and deployment assistance.
- Performance audits and scaling consultation.
Contact us at creative-cape.com or support@creative-cape.com for a quote.
Envato / Marketplace License Note
Your purchase includes item support per the marketplace's standard terms. Item support can be renewed through your purchase account when it lapses; lapsed support can be renewed at any time and keeps you eligible for ongoing covered support. The product license you buy (Regular or Extended) governs how you may use Art and Craft — see the License Guide.
© CreativeCape Solutions · creative-cape.com · support@creative-cape.com