Support Policy

Effective date: 2026-10-11

This Support Policy explains how Netbase JSC ("Cmsmart", "we", "us") supports Cmsmart products. It forms part of our Terms of Service. Words with capitals, such as Plan, Licence Key, Store Package and Trial, have the meaning given in the Terms of Service. If this policy and the Terms of Service conflict, the Terms of Service apply.

1. What support covers

Support covers Cmsmart products as released: the Cmsmart Product Designer plugin, the Cmsmart Store Packages and the Cmsmart dashboard and cloud services. It includes:

• Bugs in our products: a reproducible failure of our code to work as its documentation describes. We fix it in an update or give you a workaround.
• Installation guidance: how to install and activate our plugin and Store Packages, following our documentation.
• Configuration questions: how our features and settings work.
• Compatibility: with the WordPress, WooCommerce and PHP versions we list in each product's documentation.
• Maintenance: on Plans that include it, the store maintenance described in section 13 of the Terms of Service.

2. What support does not cover

The following are not support. We can quote them as Custom Services (section 9 of the Terms of Service), through /project-proposal or a Ticket:

• custom development, new features, customisation of our code or changes to how a feature works;
• third-party plugins, themes, services and hosting, including conflicts with them and their paid versions;
• server administration, including on hosting we do not manage;
• data recovery beyond the backups we provide under a Plan's free hosting period;
• design work, content entry, product data entry beyond the product set-up included in your Plan, translation and SEO;
• problems caused by your own changes, or by WordPress, WooCommerce or PHP versions we do not list;
• training beyond the product's documented use;
• versions no longer supported (section 9).

3. Who can get support

• Active Plan: support for the products and Store Packages your Tier covers, on the Domain of your Licence Key.
• Trial: during the 30-day Trial, you can report bugs in our products in a Ticket. Help with installation and configuration during the Trial is our documentation and tutorials.
• Active Legacy Licence: support for the products it was sold with, while its subscription or term is active.
• Expired Plan, Trial or Legacy Licence: no support. You can still read our documentation, and you can open a Ticket about billing, renewal or your Account. Renewal follows section 5 and section 4.10 of the Terms of Service.

Each Ticket should be linked to the Licence Key or project it is about.

4. Channels

• Tickets in your dashboard (Dashboard → Tickets) are the only official support channel and the record of every request.
• Projects in your dashboard are the channel for Custom Services that you have ordered.
• Email ([email protected]) and WhatsApp (+84 937 869 689) are for quick contact and urgent alerts only. They are not a support channel or a record: open the request as a Ticket as well.

5. Response time

We aim to send a first reply within 24 hours, or within 48 hours for Tickets opened at weekends. This is a first reply, not a resolution time, and it applies to Tickets only. It is a target, not a service-level guarantee. A Proposal or a written agreement may set other targets for the work it covers.

We order work by priority:

• Critical: the live store cannot take orders because of our product.
• High: a major feature of our product is broken and there is no workaround.
• Normal: a minor bug or a how-to question.
• Low: a suggestion or feature request.

We set the priority from the impact you describe and may change it after investigating. The first-reply target is the same for every priority.

6. Access to your site and credentials

Some requests need access to your WordPress admin, hosting or third-party accounts. To keep your store safe:

• Least access. Give us only the access the request needs, for example a WordPress user with the lowest role that can do the job, or a hosting sub-account.
• Temporary accounts. Create a separate, temporary account for Cmsmart for each request. Do not give us your own login. Where possible, create the user with the email address we give you in the Ticket and let us set its password through the password-reset email, so that no password is sent at all.
• Never send passwords in message text. Do not put passwords, API keys or payment credentials in Ticket messages, chat, WhatsApp or email.
• Revoke after the work. Delete the temporary account or change its password as soon as we confirm in the Ticket that the work is done.
• Payment and personal data. Support never needs your PayPal or bank logins or your customers' card data. Do not send them.

We may decline a request until access is given in this way.

7. Your responsibilities

• Backups: take a full backup of files and database before you update WordPress, WooCommerce, PHP, our products or any plugin, and before we work on your site.
• Staging: test updates and changes on a staging copy first. Staging installs are free under your Licence Key.
• Supported versions: keep WordPress, WooCommerce and PHP on the versions we list.
• Good reports: write in English, one issue per Ticket. Give the URL, steps to reproduce, screenshots and versions (WordPress, WooCommerce, PHP, our plugin and store).
• Open Tickets: keep at most 3 open Tickets per Licence Key at a time.
• Replies: answer our questions in the Ticket.

8. AI-generated reports and automated audits

Reports from AI tools or automated scanners, such as code reviews, SEO, accessibility and security reports, or generated "bug lists", are not treated as bugs automatically. We triage them against the product's documented scope and core user flows:

• Only a reproducible defect in a documented core flow of the released version counts as a bug. It is fixed under support or warranty.
• Everything else is a change request or an extra service and is quoted. This covers false positives, best-practice suggestions, edge cases outside the core flows, and third-party issues.
• You must provide steps to reproduce each item.
• Reviewing a large report may itself be a quoted service.

9. Updates and end of life

• Bug fixes and security fixes are delivered in updates through the Cmsmart update channel while your Plan is active. A fix may require you to update to the current version.
• We support the current version and the previous major version of each product. Older versions are end of life: we do not fix them, and we may ask you to update before we investigate.
• We may retire a product or a Store Package (section 4.1 of the Terms of Service). A retired product is no longer updated.
• Customisations made outside our code are not guaranteed to survive an update (section 13.3 of the Terms of Service).

10. Closure

We close a Ticket when it is resolved, or after waiting 7 days for your reply to a question from us. You can reopen a closed Ticket within 7 days if the same issue returns; otherwise open a new one. Feature requests are closed once logged for the roadmap.

11. Abuse and termination of support

We may close Tickets, limit support or suspend support for an Account for abusive language, threats, harassment of our staff, repeated off-topic or duplicate requests, requests for another person's licence or data, or misuse of a Licence Key. Serious or repeated abuse is a breach of the Terms of Service (section 20). Closing a Ticket or limiting support for abuse does not entitle you to a refund.

12. Escalation

1. Reply in the same Ticket and ask for escalation, with the reason (for example, the impact on your live store or a missed first reply).
2. We review the Ticket and its priority and reply in the Ticket with the next step.
3. If you are still not satisfied, write to [email protected] with the Ticket number in the subject. The reply is given in the Ticket.

Disputes about billing or these terms follow sections 5.11 and 23 of the Terms of Service.