Technical support

Technical support is available from 9:00 to 18:00 (UTC+3:00).
Days off: Saturday, Sunday and public holidays.

Request Processing Policy

• All requests are processed strictly in queue order.
• The average initial response time is one business day.
• Issue resolution time depends on complexity and may take up to 10 business days. If source code fixes are required, the request is forwarded to specialized developers.
• Submitting duplicate requests does not speed up the process. Please provide all necessary information and problem details within a single request.

Please note: answers to frequently asked questions are already available on the page of each extension under the “Installation” tab, in the “FAQ” section. We recommend reviewing this section before submitting a request.

Technical Support Scope:

• Consultation on product features and integration.
• Assistance with configuring modules developed by OCMOD.
• Technical customization of products (tasks requiring significant developer time are billed separately).

Support Limitations:

• The user has not provided the necessary data for diagnostics.
• The described issue cannot be reproduced technically.
• The request contains multiple unrelated issues.
• The issue is caused by user modifications to the product code or template.
• Deep diagnostics of third-party systems, major feature rework, or a new update release is required.
• The problem is related to third-party services or extensions.

If you need urgent assistance, you can order the “Extension Installation” service provided by our specialists. To place an order, please submit a corresponding request to support.