Support Policy

At GeniusDevs, we pride ourselves on engineering high-reliability software. This Support Policy outlines the assistance you can expect to receive when you purchase our pre-built digital products directly through geniusdevs.com, or engage us for custom software engineering services. If you purchased through CodeCanyon/Envato, you are officially covered by Envato's Item Support Policy (themeforest.net/page/item_support_policy), though we gladly extend our Lifetime Free Support to Envato buyers as well.

By purchasing our products or utilizing our services, you agree to the terms outlined in this Support Policy.

For all pre-built digital products purchased from us or through marketplaces (like CodeCanyon), we provide Lifetime Free Support for the original item features.

What IS Included: Assistance with understanding built-in features, guidance on how to use the item as advertised, and fixes for any confirmed bugs or defects in the original codebase.

What is NOT Included: Customization services to modify the code or design, server or hosting environment setup, installation services (unless purchased separately), and support for third-party plugins or scripts that conflict with our product.

Modifications: You are welcome to customize the source code to suit your needs. However, once the original code has been modified, we will no longer provide technical support for those modifications, nor can we troubleshoot errors or bugs resulting from your custom code.

For clients who engage us for custom software development (SaaS platforms, web applications, mobile apps, or our 90-Day Sprint), support is handled differently than our digital products.

Post-Launch Warranty: All custom projects include a 30-day bug-fix warranty after the final delivery. During this period, any deviations from the agreed-upon technical specifications will be resolved free of charge.

Ongoing Maintenance: For long-term support, feature updates, and server maintenance after the warranty period, clients must engage in an ongoing Maintenance & Retainer agreement.

SLA (Service Level Agreement): Response times, priority ticketing, and dedicated engineering hours for custom services are strictly defined in your individual Master Services Agreement (MSA).

We take bugs seriously. A 'bug' is defined as a reproducible issue where the software does not function as intended or documented by our team.

If you discover a bug, you must report it through our official ticketing system with clear steps to reproduce, server environment details, and screenshots/videos.

Our engineering team will investigate the issue. If confirmed, critical security vulnerabilities and fatal crashes will be hot-fixed immediately. Minor cosmetic bugs will be resolved in the next scheduled product update.

Official Channels: Technical support is provided exclusively through our official Support Ticket System or client dashboard. We do not provide technical support via social media (X, Facebook, LinkedIn), public comments, or unsolicited emails.

Live Calls & Remote Access: Our standard free support does NOT include live team calls (Zoom, Meet, etc.), remote desktop assistance (AnyDesk, TeamViewer), or localhost environment installation. If you require hands-on live intervention or localhost setup, this must be purchased as a separate premium service.

Standard Response Time: For digital product customers, our standard response time is 24 to 48 business hours. We operate Monday through Saturday, from 8:00 PM to 2:00 AM (UTC+6).

Custom Clients: Response times for custom engineering clients are dictated by their specific retainer agreement, which often includes priority routing and dedicated Slack/Teams communication channels.

We reserve the right to limit or suspend support services for customers who abuse the support system. This includes, but is not limited to: submitting excessive or frivolous tickets, using abusive or threatening language toward our staff, or demanding custom coding under the guise of technical support.

Our engineers are here to help you succeed, and we expect a professional and respectful interaction at all times.