Types of support

Discover the variety of support offered throughout our website.

Standard seller support for source code

Extended support offered by PieceX sellers to their source code products.

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Support via customization request

Support activities according to a customization request and requirements.

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Extended support plan

Additional extended support for PieceX source code.

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OSS plans providing support

OSS including support as an additional feature for a OSS plan.

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Standard PieceX team support

Support for sellers and buyers for guidance and questions regarding PieceX.

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PieceX support

Request additional functionalities for products

Support via customization request

Seller support is applicable for products that specifically state so on their product page. Activities like technical support, source code upgrades regarding reported bugs, or any functionality described on the product page are included as seller support for a frame time of 6 months after the product purchase. If you wish to add or modify the source code in a way that is not included in the product page, you will need to request a customization. Customizations are priced according to the seller’s judgment in terms of complexity and are related to the requirements described by the buyer.

The process for customizations starts when you make a request for customization. To make a request for customizations, please visit your purchase history page and add the specific requirements. Describe in detail the new feature/function or process of the source code you want.

After you submit the request for customization, the seller will send you a quote with the specific contents of the customization and the price. When you receive the quote, you will need to add it to your cart and proceed with the checkout.

After payment (please notice that the amount will have a “pending” status until the customization is completed), the seller will start the development of your customization after your payment has been authorized.

The seller will have a maximum of 20 days to deliver your customization. When the seller uploads your customization, you will receive an email notification and you will be able to download it.

You will have 3 days after the seller delivers to approve or request a review (report) of the customization.

If you don’t approve or request a review for the customization will be marked as ”completed” and your approved payment will be finalized.

Learn more about customizations
Extended support as an additional feature

Extended support plan

In addition to the standard support, some PieceX products might also offer "Extended support". This support is charged as an additional fee and includes support activities and features that are not included within the standard support.

The extended support is offered as a monthly recurring payment (subscription) and it includes all the support features as described at the extended support acquisition.

The support period is also extended as long as the extended support monthly subscription is active.

Each extended support plan will indicate the activities included. The support will be provided according to the business hours indicated by the seller. The business hours are the hours during the day in which you will be available to provide support. The response time of the support depends on the type of inquiry or severity of the issue/inquiry and is indicated in terms of business hours defined by the seller.

There are 2 types of severities:
  • High Severity: A high severity means that the source code or a critical functionality of the source code is inoperable. This usually indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution.
  • Low Severity: An inquiry or non-technical request. The product, service or functionality is usable and the issue does not represent a significant impact on operations.

For example, if the product states that the response time for a high severity is 12 hours. It means that the seller will reply and provide assistance to a high critical problem within 12 hours business hours of the initial notification of the issue.

The support indicates the business hours that the seller operates and the timezone of the seller. Each extended support plan including support will also state the communication channels that the seller has available for support. The communication channels state how the extended support provider will provide support. The support activities are also detailed under “Support features”. Please notice that some extended support plans may or may not include a number of engineering hours. These are the engineering hours included in each plan.

OSS plans including support as an additional feature

Support for OSS plans

OSS including support as an additional feature will indicate it in the plan details section “Included features” under “Advanced/dedicated support”.

For the open-source plan under the “one-time payment” basis, the open-source provider will need to provide support for the open-source plan for at least 3 more months according to the plan’s specifications. In the case of the open-source plan subscription on a monthly basis, the open-source provider will need to provide support for the rest of the current paid month.

OSS plans providing support

If the open-source plan explicitly indicates that it includes support services, the support will be delivered by the open-source plan provider according to the terms applicable to the purchased plan. Each support plan will indicate the activities included. The support will be provided according to the business hours indicated by the OSS provider. The business hours are the hours during the day in which you will be available to provide support. The response time of the support depends on the type of inquiry or severity of the issue/inquiry and is indicated in terms of business hours defined by the seller.

There are 2 types of severities:
  • High Severity: A high severity means that the source code or a critical functionality of the source code is inoperable. This usually indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution.
  • Low Severity: An inquiry or non-technical request.The product, service or functionality is usable and the issue does not represent a significant impact on operations.

For example, if the product states that the response time for a high severity is 12 hours. It means that the seller will reply and provide assistance to a high critical problem within 12 hours business hours of the initial notification of the issue.

The support indicates the business hours that the seller operates and the timezone of the seller. Each OSS plan including support will also state the communication channels that the OSS provider has available for support. The communication channels state how the OSS provider will provide support. The support activities are also detailed under “Support features”. Please notice that some OSS plans may or may not include a number of engineering hours. These are the engineering hours included in each plan.

Support regarding contents or functionalities of PieceX

Standard PieceX team support

PPieceX provides support to the users for general inquiries, such as arbitration of disputes, enterprise sale coordination, B2B introductions, guidance, feedback, and troubleshooting for the website PieceX.com.

Our support team will assist you whenever you have a question or problem. If you wish to contact us please use our contact form, send us an email, or click on the chat option to contact us on live chat. Please notice that our response time is 1-2 business days.

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Support for source code products

Standard seller support for source code

Seller support is a service provided by PieceX sellers for selected products at the discretion of the seller. This support means that the seller will be available to you regarding any issue using the item. Aside from the basic included support, each product has it’s own terms regarding support. These terms are defined by the seller and are additional to the basic support.

Products including seller support will state it clearly at their product page. If a product does not state that the support is included, it means that the seller does not offer seller support.

Source code products at PieceX are sold as it is. If the product includes seller support the following applies:

  • The products with available support will receive support from the seller for a period of up to 6 months after the purchase.
  • Direct responses from the seller regarding technical questions.
  • Source code updates regarding reported bugs.
  • Guidance from the seller regarding the source code functionalities or information not included in the User Guide.

Customization, installation, or support for third-party sources are not included with the standard support. Please view "Customization support" for more details.

If you want to include a new feature, function, or integration, you will need to request customization. By requesting customization, the seller will alter the source code to reflect your needs and requirements for a price defined by the seller.

Browse products
Standard seller support for source code Extended support plan OSS plans providing support Support via customization request
Direct responses from the seller regarding technical questions.
Direct responses from the seller regarding technical questions.
  Source code updates regarding reported bugs.
Source code updates regarding reported bugs. If specified
  Guidance from the seller regarding the source code functionalities
Guidance from the seller regarding the source code functionalities If specified
  Information not included in the User Guide.
Information not included in the User Guide.
  Code customization
Code customization If specified If specified
  Assistance for included third party sources
Assistance for included third party sources If specified If specified
  New bug fixes when available
New bug fixes when available If specified If specified
  Reactive support requests/incidents
Reactive support requests/incidents If specified If specified
  Major release upgrades and patches
Major release upgrades and patches If specified If specified
  Updates and other technical resources
Updates and other technical resources If specified If specified
  Add or modify the source code in a way that is not included on the product page
Add or modify the source code in a way that is not included on the product page If specified If specified
  Request a video meeting with the seller
Request a video meeting with the seller
  Additional communication channels
Additional communication channels
  Support features
Support features
  Predefined response time depending on severity
Predefined response time depending on severity
  Included engineering hours
Included engineering hours If specified If specified
Frequently Asked Questions
  • Seller support is a service provided by PieceX sellers for selected products at the discretion of the seller. This support means that the seller will be available to you regarding any issue using the item. Aside from the basic included support, each product has its own terms regarding support. These terms are defined by the seller and are additional to the basic support.

    Products including seller support will state it clearly at their product page. If a product does not state that the support is included, it means that the seller does not offer seller support.

  • All products marked with “support included” include the following:

    • The products with available support will receive support from the seller for a period of up to 6 months after the purchase.

    • Direct responses from the seller regarding technical questions.

    • Source code updates regarding reported bugs.

    • Guidance from the seller regarding the source code functionalities or information not included in the User Guide.

    Customization, installation or support for third party sources are not included with the standard support.

    Please notice that some products include additional support. Please click on the product’s page “Click Here to find out what is included” to know the details regarding additional support features.

  • Aside from the basic support activities, you can check the complete support activities included in your product by visiting the product’s page and clicking on the “Click Here to find out what is included”. This will show you the details of what is included by the seller as support. Additionally, we will include the support activities in your invoice email when you make a purchase of a product that includes support.

  • The standard support is offered as part of the product purchase and it involves a limited amount of activities for a 6 months period. The extended support is offered additionally from the product purchase and as a monthly subscription. The extended support includes the same activities as the standard support plus Assistance for included third party sources, new bug fixes when available, reactive support requests/incidents, major release upgrades and patches, updates and other technical resources, and more support activities that are not part of the standard support.

  • Extended support plans are offered as a monthly subscription. As such, the extended support will last as long as the subscription is active.

  • Yes, you can cancel an active extended support subscription by accessing “My support plans” and clicking on the “X” icon located next to your extended support plan. Please notice that the current month will be charged without refunds.

  • The seller’s support is given by the seller of the product and supervised by PieceX. PieceX performs operations of arbitration and mediation regarding any dispute or conflict regarding the violation of the seller’s support. PieceX support team will investigate the circumstances of the conflict when the buyer or the seller raises it to them by contacting PieceX and providing the supporting evidence for their claim. We will make a decision based on all the information supplied by both sides. The decision taken by PieceX team is final and binding for both parties of the dispute.

    Please notice that the support is given directly from the seller and not PieceX, so please contact the seller directly if you need any support for a product which includes support.

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