Available Services
What kinds of service do Aheadworks provide?
The main focus of Aheadworks is delivering ready-made Magento extensions. We offer a variety of extension-related services, see below for the details.
Basic services:
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Information service is free and is available to anyone via Live Chat and Help Desk. Within our Info service, you can get guidance on the functionality, compatibility, and availability of our products and services.
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Technical Support*
Technical Support is available for registered users with either an active subscription/5-year license period**. Support is provided via Help Desk and is included at no extra charge during the active subscription/ 5-year license period.
What Technical Support Covers:
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Fixing post-installation issues resulting from improper behavior of Aheadworks products.
What Technical Support DOES NOT Cover:
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Conflicts caused by custom code modifications in Magento core files.
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Conflicts with third-party products or unsupported Magento versions.
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Issues arising from custom modifications to Aheadworks products.
In cases where external conflicts arise, most issues can be resolved through our paid Customization Service. Note that we do not fix old versions of extensions if the fix is included in the latest version.
*Free extensions and addons come without the support and upgrades by default. Support for the addon will be rendered as long as the core extension has an active subscription or valid 5-year license period. Updates for such addons are available for download infinitely.
**When a subscription/5-year period expires, further Support and Upgrades (The Services) become unavailable. If you decide to renew it after its expiration, you will have to repurchase the extension.
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Additional Services Upon Purchase
The following services are available for registered users with an active subscription/5-year license period and provided via Help Desk exclusively.
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Installation Service
Our technical support specialists can install the purchased extension on a single Magento installation upon request. -
Configuration Service
After the installation our technical support specialists may perform sample configuration of the extension to be able to place a test order, perform test ticket submission or any other major function anticipated from the extension. It’s done to demonstrate that after the installation the extension is fully functional.
Please note:
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Configuration is done with sample data only, not with live credentials or on production instance or per customer’s requirements/use case.
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Advice on further configuration tailored to your specific needs can be obtained through our Information Service.
Additional services:
In addition to the above basic services, there are a number of additional services. These services are optional and are provided on a paid basis.
While we are committed to assisting our customers with whatever request they may have, it is important to point out that our company still has a limited scope of responsibility. In case your given request is not covered by our standard procedures, our customer service representatives may have to deny fulfilling your inquiry.
Also, there is a set of requests that our customer service representatives are strictly prohibited from fulfilling:
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Requests that involve disclosing personal data of clients or employees;
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Requests that imply any potential danger to the security of our webstore, or any internal or public resources.