My support period has expired, but I have discovered a bug with your extension. How do I get it fixed?
We do provide a bug-fix guarantee as a part of the Support and Upgrades subscription. However, you can report a bug anytime here: Contact Form.
For subscription products, your support is always active while you subscribed, so you are always welcome to submit a ticket to our helpdesk
Please note that the bug report procedure differs from a technical support request.
As for Magento 2 extensions, we do provide a bug-free guarantee for users with active Support and Upgrades subscription. In case of subscription cancellation all further updates will be unavailable. Upon initial purchase of a product license every customer has 30-day support and upgrades included, and thus a bug-free guarantee for this period.
After we receive a report, it is passed to our developers. Further on, our QA team will test the issue on a default Magento installation according to your description (so please, make sure to provide us with the detailed instructions, as in case the description is insufficient, our QA specialists may fail to reproduce the situation).
We consider a reported issue to be a bug given the following is true:
- the problem can be reproduced on a clean Magento installation;
- your Magento version is officially supported by your version of the extension;
- the problem is not the expected behavior of the extension, and it is not caused by any native Magento limitation.
If the issue you have reported is confirmed as a bug of an extension, you will be provided with a fix for this issue as long as you have an active Support and Upgrades subscription.