Support Policy

What is included with every licence

Updates are separate from support and never expire. A customer with no support plan still receives every new version of the product they bought. Support pays for our time, not for the software.

Support plans

After the free period, support requires a plan. Plans run for twelve months from purchase and do not renew automatically — you buy the next year when you want it.

One request is one issue, followed through to resolution — not one email. You are never penalised for replying with more detail.

Business days are Sunday to Thursday. Support is provided by email, in English or Arabic.

Installation service

$149 per installation: one server, one domain. Includes uploading the files, creating and configuring the database, activating the licence, and confirming the site loads. It does not include server provisioning, DNS, SSL purchase, content entry, or customisation.

One installation is included with an Extended licence.

What support covers

• Faults in unmodified product code.

• Questions about documented features and configuration options that exist.

• Help understanding the documentation.

• Problems introduced by one of our own updates.

• Licence key issues: activation, releasing a domain, moving to a new server.

What support does not cover

Code you have changed

Any modification to the source ends support for the affected area. We may ask you to restore the original file and reproduce the problem before we look at it. This is not a punishment — we cannot debug code we have not written.

Anything outside the product

• Hosting, server configuration, control panels, file permissions.

• PHP version, extensions, memory limits, execution time.

• Domains, DNS, SSL certificates, email deliverability, SPF and DKIM.

• Backups, and recovery of data that was not backed up.

• Site speed or capacity for your particular traffic.

Integration with other software

• Payment gateways, ERP, CRM, accounting, SMS, shipping or any third-party
• API, unless it is a documented feature of the product.

• Another script, theme or plugin installed alongside ours, including any
• conflict between them.

• A third party changing their own API. That is not a fault in our product,
• although we will usually adapt to it in a future update.

Work that is a project, not a question

• New features, customisation, design changes.

• Content entry, data import, or translating your content.

• Migration between servers or hosts, beyond releasing the licence key.

• Training your staff.

• Supporting your customers — the people who use the site you built.

• SEO, marketing, or advice on running your business.

All of these are quoted separately. Ask and we will price them.

Situations we cannot act on

• Anything on a server we cannot access, when access is needed and not given.

• Recovery after direct edits to the database.

• Security incidents originating in your environment: outdated PHP, weak
• credentials, or another compromised application on the same account.

• Legal, tax or regulatory questions.

• Expired, revoked, or unlicensed copies, including anything obtained
• anywhere other than coddesk.com.

Two things we do regardless

These apply whether or not you hold a support plan, and whether or not your free period has ended:

• A bug we introduced in an update is fixed for everyone.
• If we broke it, fixing it is not a support request.

• Security fixes go to every licence holder. A vulnerability
• in our code is our problem, not a reason to sell you a plan.

Response times

The times above are for a first human response, not for resolution. A complicated fault takes as long as it takes, and we will tell you what we know as we learn it rather than going quiet.