This Support Policy explains what support includes, what support does not include, and what we may need from you when you request help for products purchased or imported through Lenzstore.
Lenzstore is a digital products store operated by Lenzcreative. Support is provided for eligible customers with a valid license and active support access, according to the product page, your dashboard, our License Policy, and these support terms.
1. Support eligibility
Support is available for customers who have a valid license and active support access for the relevant product.
Support eligibility may depend on your license status, payment status, support period, refund status, chargeback status, account status, product status, and compliance with our Terms of Service and License Policy.
2. Support channel
Support is provided through our official support channels, customer dashboard, or by contacting [email protected].
We do not provide guaranteed phone, WhatsApp, live chat, remote desktop, emergency, or on-call support unless this is agreed separately in writing.
3. Support availability
We try to respond as soon as reasonably possible. Response time may depend on queue volume, product complexity, issue severity, required investigation, and the information you provide.
Support may be slower during weekends, public holidays, product launches, major updates, or exceptional closure periods.
4. What support includes
Support may include:
- Help understanding product features and documented functionality.
- Guidance with product installation and basic configuration.
- Help with license activation and license-related access issues.
- Help with download or update access issues.
- Troubleshooting confirmed product bugs.
- Compatibility guidance for supported platform versions.
- Clarification about product usage, settings, and documentation.
- Fixes for confirmed defects in the original, unmodified product.
5. What support does not include
Standard support does not include:
- Custom development or new features.
- Changing product workflows, layouts, colors, fields, text, design, or business logic.
- Customization requested for your specific business, client, or project.
- Server administration, hosting setup, cPanel, WHM, CloudPanel, DNS, SSL, cron, queue, email, firewall, or cache configuration.
- Fixing third-party plugins, modules, themes, CRMs, APIs, payment providers, hosting providers, or external services.
- Debugging customer-written code or unsupported modifications.
- Data migration, database cleanup, data repair, or import/export work.
- Performance optimization unrelated to a confirmed product bug.
- SEO, legal, accounting, marketing, business, or compliance advice.
- Training your team or creating custom documentation for your business.
- Recovery from hacks, malware, deleted files, broken backups, or compromised servers.
6. Customization requests
Customization is not included in standard support. A customization request is any request to change, extend, redesign, adapt, or build functionality beyond the product features described on the product page, demo, or documentation.
If you need customization, custom development, private integration, installation service, migration, or consulting, this may require a separate quote, invoice, or written agreement. Please see our Customization Policy.
7. Required information
To help us investigate your request, we may ask you to provide:
- Product name and version.
- Order number or license key.
- Website, CRM, domain, or instance URL.
- CRM, WordPress, WooCommerce, PHP, database, or server version where relevant.
- A clear description of the issue.
- Steps to reproduce the issue.
- Screenshots, screen recordings, logs, console errors, or error messages.
- Information about recent updates, custom changes, third-party plugins, modules, themes, or hosting changes.
Incomplete support requests may take longer to review.
8. Customer responsibilities
You are responsible for:
- Reading the product documentation before requesting support.
- Checking that your environment meets the product requirements.
- Keeping your website, CRM, server, PHP version, database, and installed software reasonably updated.
- Creating full backups before installing, updating, modifying, or troubleshooting products.
- Testing risky changes on a staging environment before applying them to production.
- Providing accurate, complete, and timely information.
- Keeping your own accounts, hosting, email, admin users, credentials, and backups secure.
9. Access credentials
If access is required, you should provide temporary and limited-access credentials only for the purpose of investigating the support request.
You are responsible for creating backups before giving access and for removing, changing, or revoking credentials after support is complete.
Do not send unnecessary personal data, sensitive data, payment data, private customer data, or production credentials unless they are strictly required for the support task.
10. Staging and production environments
For risky troubleshooting, we may ask you to provide a staging environment that is similar to your production environment.
If you ask us to work directly on a live production system without a staging environment or verified backup, you accept the risk of downtime, data loss, conflicts, performance issues, or unexpected behavior.
11. Third-party conflicts
If an issue is caused by a third-party plugin, module, theme, CRM modification, hosting restriction, API outage, payment provider, email provider, security tool, firewall, cache layer, or unsupported platform change, we may provide general guidance, but fixing the third-party issue is not included in standard support.
12. Modified products
If the product has been modified, support may be limited. We may ask you to reproduce the issue on a clean, unmodified version of the product before investigating.
Custom modifications, changed source code, removed license checks, edited core files, or unsupported changes may make support unavailable for the affected installation.
13. Product versions and updates
We may ask you to update to the latest product version before we investigate an issue, especially if the issue may already be fixed in a newer version.
Support for older product versions may be limited or unavailable if the version is outdated, insecure, discontinued, or no longer compatible with supported platforms.
14. Fair use
Support is subject to fair use. We may limit, delay, or refuse support if requests are abusive, excessive, unrelated to the product, outside the support scope, or used as a replacement for paid customization or development work.
15. Refused or suspended support
We may refuse, suspend, or limit support where we detect license abuse, unauthorized redistribution, piracy, chargebacks, fraud, abusive communication, threats, harassment, repeated policy violations, or attempts to bypass product licensing.
16. Security issues
If you believe you found a product security issue, contact us at [email protected] with the product name, version, affected platform, reproduction steps, logs, and potential impact.
Do not publicly disclose security issues before giving us reasonable time to investigate and release a fix.
17. End of support
We may stop supporting a product or product version if it is discontinued, replaced, technically impossible to maintain, dependent on abandoned third-party software, no longer commercially viable, or no longer compatible with supported platforms.
18. Relationship with other policies
This Support Policy should be read together with our Terms of Service, License Policy, Refund Policy, and Customization Policy.
19. Contact
For support questions, contact us at [email protected].