DRAFT · SELLER REVIEW REQUIRED · SALES NOT OPEN
Included service period
The standard purchase includes 6 months of VeloFront support and 12 months of access to released updates for the selected theme, starting on the paid order date. Service covers 1 production Magento installation for one business or client, including its Store Views and related staging/development copies.
What we help with
- Questions about the theme's documented features and Store View configuration.
- Guidance on the delivered installation process and optional demo import.
- Reproducible VeloFront theme or supporting-module defects on the documented compatible stack.
- Investigation of a feature that does not behave as described in the purchased offer.
- Guidance on applying a released VeloFront fix or update within the included update period.
Response target and channels
Use the support email or helpdesk published on the Support and Contact pages. Our target for an initial response is 2 business days. Working hours are Monday to Friday, 09:00–17:00 UTC+7, excluding announced public holidays. This is an initial-response target, not a guaranteed resolution deadline or 24/7 emergency service. Complex issues may need further investigation or a scheduled update.
Provide the order reference, theme and platform versions, a clear reproduction sequence and sanitised screenshots or logs. Do not send passwords, secret keys, card details or customer records in an ordinary ticket. If temporary access is necessary, agree a secure and limited method first, preferably on staging.
Work outside the standard service
- Bespoke designs, new features or custom business workflows.
- Hosting administration, server security operations, DNS and email delivery configuration.
- Production migration, catalog cleanup, content entry and data recovery.
- Fixes to third-party code or customisations not supplied as part of the product.
- Payment, shipping, ERP or other integration setup unless specifically included in the purchased offer.
- Problems caused solely by an unsupported stack, upstream outage or third-party change outside advertised compatibility.
Out-of-scope work can be assessed separately. We will explain when a request needs a quote; we will not silently charge for it. An exclusion does not excuse a defect in functionality that was expressly advertised as included.
Updates and continued use
During the included update period you may access VeloFront updates released for your selected theme. No particular release frequency, future feature roadmap, lifetime updates or compatibility with every future platform version is promised. This does not reduce mandatory rights or the seller's responsibility for defects that existed in the supplied product.
Magento, Hyvä and other dependency updates remain subject to their own vendors and terms. Read release notes, back up and test theme updates on staging before deployment. Keep lawful downloaded copies and their notices securely. Expiry of support or private update access does not deactivate an existing store or revoke rights under a component licence.
Renewals and security reports
No renewal is automatic for the standard one-off purchase. Any optional service renewal is offered at a disclosed price before acceptance and does not retroactively alter the original purchase. You may report a suspected VeloFront security issue even after the commercial support period has expired; use the published contact channel and avoid sharing customer data or exploit details publicly while we assess it.