Do you support your free products?
The support is provided for our free products but fee will be required. There is a support package for you, please choose Installation & Support option.
How can I get your support?
There’re several ways available for you to easily get our support:
- As soon as you encounter a problem, you can submit a ticket which is going to be processed in high priority at our support helpdesk. In this ticket, please provide full information of your site (FTP account, admin access), the trouble that you have (replicate the steps, screenshots…) or your request. This is the best way to solve all the issues related to technique as we can carefully review your site to find out the best solution. Furthermore, we will notify you the up-to-date status of your issue every day until it’s solved 100%.
- The other way is to email us at email@example.com and let us know your issue.
- Besides, you can contact us on live chat in our working time (from 8:30 to 18:30 from Monday to Friday - GMT+7). However, please take notice that for technical problems, we are unable to fix them for you immediately right on live chat. We just can take your information to review your site, understand more your request and contact you later via email.
* We sell on LitExtension.com only. We just provide fast support for all paid products which are selling on LitExtension store. We decline any support requirement if you get product from any 3rd party.
How do I contact LitExtension?
There are many ways available for you to contact us:
• Submit your request/question to our ticket system (highly recommended):
• Email us at firstname.lastname@example.org
• Leave comments in our Facebook
• Click on the Live chat link at the footer of the LitExtension page to chat with us
How long can I receive your support?
For paid products, we always offer the free lifetime support. However, for free stuff, you need to buy our support packages. The amount of supporting time depends on the package that you purchase
I am dissatisfied with your support
We are so sorry that you are unhappy with our support. Please contact our Sales Manager at this email address email@example.com and let him know your issue and what makes you dissatisfied with our supporter. Our Sales Manager will directly check and give you the feedback.
I submitted ticket but haven’t received your response
Normally, we reply to your ticket in less than 24 hours after your ticket is submitted (except Saturday, Sunday and holidays). Late responses can be caused by the following reasons:
1. Network or system problems may occur. Your email couldn’t reach us due to errors of email system or our support system.
2. Your ticket is submitted in our break when we haven’t been back to work (our working time is from 8:30 to 18:30 from Monday to Friday - GMT+7)
If you have got no response in over 24 hours since you submitted a ticket and this issue is not due to the reason #2, please send us an email to firstname.lastname@example.org. We will check our system and contact you soon.
What information do I need to provide LitExtension when I need to support?
When you need to support, please provide us with the following information:
- Order Number
- E-mail address
- Customer Name
- Description your issue(s) need to support.
What is LitExtension working hours?
Our working time is 8:30 - 18:30 (GMT+7) from Monday to Friday. When it comes to our holidays, we will inform you through newsletters and banners on our homepage