This Support Policy describes what support you can expect from us in regards to CoCart support.
If you have questions about this Support Policy or do not agree with it, please contact us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 30th August 2021.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
What Our Support Service Covers
We only support our Products, sold on CoCart.xyz and listed on WordPress.org. Our Support Service includes assistance with Product installations and use.
- Updates for WooCommerce / WordPress compatibility.
- General issues with plugin functionality.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our community Slack for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates.
If you think you have found a bug, please let us know by reporting it.
What Our Support Service Does Not Cover
Our Support Service does not cover our Products supplied by Third Parties. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.
Our Support Service also does not cover:
- Customizing WooCommerce store setup.
- Customizing plugin functionality for individual store needs.
- Fixing out-of-date or non-WooCommerce plugins.
- Give general WordPress support. You can find resources and answers around WordPress in the WordPress.org forums.
We do not support any WooCommerce extension developed by WooCommerce or Third Parties unless stated so on our features page or our marketplace.
We understand there are many great front-end plugins developed but not all can be supported just like that with CoCart.
We have a long list of quality extensions that we are working to audit and support. Updates for these extensions can be seen via our public roadmap.
Due to the nature of these extensions were originally designed for, the majority of them need converting so they can be supported via CoCart.
As Headless architecture is still new to some, not all plugin developers who have designed these extensions for WooCommerce are either aware or want to support WooCommerce via REST API. So there are challenges and the results after an audit could mean that we can’t support said extension for the time being.
Thank you for your understanding.
Product Support Channels
We provide our Support Services through Slack (which is open to the community) via the #support channel or Direct Messaging for sensitive information shared.
We also provide support to particular Product via the community support forum listed on WordPress.org. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Live Chat, Facebook, Twitter, Instagram or over the phone).
To take advantage of our Support Service, please use the appropriate channels provided. We may ask you to send us your login details if we need them to assist you. Information you share with us (@seb) via Direct Messaging on Slack, are confidential. Only you and us (@seb) will see your information.
Our general support hours are Monday – Friday, 11 a.m. (UTC +1) – 7 p.m. (UTC +1). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
Last updated: 12th December, 2021
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