Opening hours and procedure for contacting technical support

Working hours and response time:

Technical support is available to all users of the site around the clock on weekdays.

Maximum response time to a call:
for buyers who made an order with the option "installation by technical support specialists" - 12 hours,
and for buyers with the option in the order "I can handle it myself" and users who downloaded free add-ons - 48 hours.

Resolution of issues may be delayed or even impossible in some cases:

• The client cannot provide the information necessary for the decision.
• The described problem cannot be reproduced.
• The letter contains a description of several problems (questions) that are not related to each other.
• The user made any changes to the product or design template that led to an error.
• Solving the problem requires detailed diagnostics, improvement of the functionality or release of a product update.
• The question is outside the scope of technical support.
• The question relates to functionality that is provided by a third-party service.

Issues resolved by the Ocmod technical support department:

• advice on product features.
• advice on product integration.
• advice on product functionality developed by Ocmod.
• product improvements (the amount of improvements that takes a significant time of a specialist is an additionally paid service).

Application procedure

The application can only be submitted through the application form on the website. Appeals submitted by other means are not registered and are not the basis for the performance of any work.

The application must clearly state questions for technical support, or problems that arise when using the product. For a more efficient solution of problems, you must specify the following data: Login information for the administrative panel and FTP data.

You should not duplicate requests if you have received confirmation of receipt from technical support - this will only increase the response time. Applications are processed according to the time of receipt.

The technical support service cannot guarantee the time to solve the problem, since the time to solve the problem can be influenced by various factors such as: client response time, error diagnosis time, error correction time, and so on.