Support Policy
Introduction
Welcome to the MultiVendorX support policy. This document outlines the assistance we provide to customers, authors, and affiliates.
By using our website, you agree to the terms outlined below. If you do not agree with any part of this policy, please contact us at contact@multivendorx.com before using the site or any of its services. Please note that this policy may be updated without prior notice, so we recommend checking this page regularly for any changes.
General Overview
This policy defines the scope of support provided through both free and premium plans. It explains:
- Support hours and response time expectations
- What is and isn’t included in support
- Where and how to seek help
Support Availability
Free Support Access
Every MultiVendorX user-whether using the free or pro version-receives complimentary support during the installation period.
- Support Hours: Monday to Friday, 10:00 AM – 8:00 PM IST (UTC +5:30)
- Closed on: Indian public holidays
- Purchase Date: Considered as the date the plugin is downloaded
We provide equal support to both free and pro users. However, support response time may vary depending on complexity.
Product Documentation
Each MultiVendorX plugin or theme includes complete documentation covering:
- Product overview
- Installation instructions
- Frequently asked questions
Before contacting support, we recommend reviewing the documentation, as many common queries are already answered there.
Support Channels & Site Access Policy
24/5 General support chat
Product support is provided by the MultiVendorX support team solely. Through the support forum, you will receive assistance with simple questions that do not need long and complex troubleshooting. We try to answer each question as quickly as possible, but response time can sometimes take up to 24 hours during business days and 48 hours during weekends/holidays.
With over 15, 000 downloads, we have received a whole range of support questions. Chances are the question you are about to ask has already been asked, debated, and replied to earlier. Please search the forum before you actually choose to post a new thread.
We offer pre-sales support via live chat and technical assistance exclusively through our Support Forum.
Support is not provided through Facebook, WhatsApp, Twitter, phone, or any other third-party platforms. Our social communities are meant for open discussions and idea-sharing between users, not official support.
When creating a support ticket, please remember:
- We may request temporary site credentials to investigate issues more thoroughly.
- Always backup your site before sharing any credentials.
- Follow our team’s instructions for sharing credentials securely.
By submitting credentials, you grant us permission to review or make minor modifications to identify and resolve the issue. While rare, in-depth debugging may result in minor frontend disruptions. This is why we recommend using a staging or duplicated version of your site whenever possible.
For your own security, please do not share your site credentials with anyone else. Any details shared through our Helpdesk remain strictly confidential and are only accessible to you and our official support team.
Submit your question
To get effective support:
- Use the Latest Versions
Ensure WordPress, WooCommerce, and your MultiVendorX plugin/theme are updated. - Troubleshoot Conflicts
- Disable all plugins except WooCommerce and MultiVendorX
- Switch to a default WordPress theme like Twenty Twenty-One
- Use a Staging Site
Only share staging site access for debugging. - Be Detailed
- Use bullet points and clear formatting
- Include screenshots or videos
- Describe the issue thoroughly
Important:
We do not provide support via Twitter, personal email, or contact forms. All support requests must go through our support forums!
Requests Covered by Technical Support
We provide help with:
- Minor code modifications (up to 10–15 lines)
- Plugin/theme installation
- Light customization
- Locating code for editing
For complex needs, we offer Custom Development Services.
Requests NOT Covered by Technical Support
Support does not include:
- Full custom development
- General WordPress issues
- Hosting or server configuration
- Performance/speed optimization
- Additional CSS customization
- Integration with third-party plugins/scripts
Need Custom Work?
For advanced customization or development requests, reach out to us at custom.dev@multivendorx.com
Our company reserves the right to change or modify the support terms without prior notice. For more details about the website use, check our Privacy Policy.
Your marketplace vision deserves nothing less
Frequently asked questions about MultiVendorX
What support channels does MultiVendorX provide?
MultiVendorX offers support through its official support forum, documentation, knowledge base, and pre-sales live chat. Technical support requests must be submitted through the designated support channels, as support is not provided via social media, WhatsApp, phone, or other third-party platforms.
What are MultiVendorX support hours and response times?
Support is available Monday through Friday from 10:00 AM to 8:00 PM IST, excluding Indian public holidays. Most support requests receive a response within 24 business hours, although complex issues or weekends and holidays may extend response times.
What types of requests are covered under MultiVendorX technical support?
Technical support includes plugin and theme installation assistance, light customization, locating code for modifications, troubleshooting MultiVendorX-related issues, and minor code changes (typically up to 10–15 lines).
What is not included in MultiVendorX support?
Support does not cover full custom development, website speed optimization, hosting or server configuration issues, extensive CSS customization, unrelated WordPress problems, or integrations involving third-party plugins and services. For advanced requirements, custom development services are available separately.
How can I get faster and more effective support from MultiVendorX?
Before creating a support ticket, ensure that WordPress, WooCommerce, and MultiVendorX are updated to the latest versions. When reporting an issue, provide detailed information, screenshots or videos, conflict testing results, and, when necessary, access to a staging site. Clear and complete information helps the support team resolve issues more efficiently.
