Support Policy

In order to streamline support requests and better serve you, we utilize a support ticket system (with effect from 12th Sept, 2014). Every support request is assigned a unique ticket number which you can use to track the progress and responses online. 


Support Eligibility

  1. 6 Months Free Premium Support for each license from the date of purchase
  2. You can extend the support for another 6 months (i.e 1 Year Support) by paying additional 30% of price of the extension. This needs to be done within 7 days from the date of purchase
  3. Support can be renewed for 6 months once the support is expired. The charges for renewing support is 60% of latest price of the extension
  4. We provide another 3 months free support (i.e 9 months Free Support) for customers giving positive comments and rating to the extension in OpenCart Marketplace. This needs to be done within 30 days from the date of purchase. For further information or queries contact opencart@huntbee.com


Support Features

  1. Installing the extension / module
  2. Fixing any bug or issues in the extension
  3. Template customization support (VQMOD / OCMOD). Please note we do not provide support for the templates mentioned below. Extra charges ($50) applicable to provide support to those particular templates / theme***


Support Timing

  1. Support is opened only on every weekdays (Monday to Friday), Support Timings are 11.00AM to 4.00PM IST (Indian Standard Time)
  2. Support is Closed on every Saturday and Sunday
  3. Support is closed on Public Holidays followed by Indian and the United States Government
  4. Ticket/Support requested might not be addressed during non-business hours.
  5. On special cases / in rare cases, our developer might provide weekend support.
  6. We provide high priority support on all days, however extra charges are applicable.


Support System

  1. All post purchase queries or issues must be addressed through our support system. Queries / issues posted in OpenCart comment area or any other section will not be addressed. Issues / queries via email might not be replied. For any queries / issues related to purchase, you must raise a support ticket in the system
  2. For pre sale queries, you can email us directly or use our contact form / enquiry form. You can email us at opencart@huntbee.com


Ticket Response time

  1. Once support ticket is raised, one of our representatives will respond (initial communication) to the ticket within 24 - 48 hours (1 - 2 business days). [Please note resolution time is not predictable. It might even take 2 weeks in rare cases]


Support terms and conditions

  1. The support policy is applicable to all products purchased via HuntBee Store and OpenCart Marketplace.
  2. Our support policy may or may not change, and we may not notify you via email.
  3. By purchasing a product you agree to all the points mentioned here.




***Templates where FREE SUPPORT will not be covered or Charged additional $50 for 6 months:


  1. PAVILION TEMPLATE - [Since this template doesn't follow OpenCart Standards and it uses it's own coding standards] 




If you have any concern or suggestion or clarification regarding our support policy, please feel free to contact us.

Last updated: 12 October, 2016