Support Policy

This policy explains what is and isn't covered when you purchase Tours, in line with standard marketplace item-support terms. Support is provided by CreativeCape Solutions at creative-cape.com and support@creative-cape.com.

Summary

Topic	Detail
Provider	CreativeCape Solutions
Channels	Ticket at creative-cape.com · support@creative-cape.com
Target first response	1–2 business days
Hours	Business hours, excluding weekends and public holidays
Updates	Free lifetime updates for license holders
Security reports	Privately to support@creative-cape.com

Support Scope

Item support for Tours covers:

Responding to questions about how the included features work.
Answering technical questions about the product's built-in functionality (tours, departures, bookings, checkout, payouts, reviews, coupons, portals).
Help with defects — bugs and problems with the item itself.
Item updates to ensure ongoing compatibility and to fix newly discovered bugs (free lifetime updates).
License and add-on activation help — guidance on activating your domain and unlocking premium add-ons.

Item support does not cover:

Installation of the item on your server (we provide documentation and the Install Wizard; hands-on install is a paid service).
Customization or modification beyond the item's existing options.
Help with third-party software or services not bundled with Tours (payment gateways, email providers, hosting platforms, etc.).
Hosting, server administration, or environment setup (Node, PostgreSQL, R2/S3, domains, SSL).
Support for items that have been modified in ways that broke core functionality.

Covered	Not covered
Bug fixes in Tours	Bugs in your custom code
"How does feature X work?"	"Build feature Y for me"
Compatibility updates	Server / hosting setup
Included add-on functionality	Third-party service issues
License / add-on activation help	Custom integrations

Response Times & SLAs

These are target response windows for the initial reply, not guaranteed resolution times. Tickets are handled in the order received; complex issues may take longer to investigate.

Priority	Example	Target first response
Critical	Security vulnerability; a core flow (checkout/login) fully down	Within 1 business day
High	A built-in feature broken with no workaround	1–2 business days
Normal	"How does X work?", configuration and activation questions	1–2 business days
Low	Feature requests, cosmetic issues, general guidance	2+ business days

Support is offered during business hours and excludes weekends and public holidays. For the fastest resolution, include your purchase code, the version you're running, your environment (Node and PostgreSQL versions, host), and clear steps to reproduce.

How to Get Support

Check the FAQ and Troubleshooting guides first — most setup and configuration questions are answered there.
Open a ticket at creative-cape.com or email support@creative-cape.com.
Include the details below so the ticket can be actioned without a round-trip.

TEXT

Purchase code: <your CreativeCape / marketplace purchase code>
Tours version: 1.0.0
Environment:   Node 20.x, PostgreSQL 14+, host (Vercel / VPS / …)
Portal/area:   public storefront | customer | operator | admin | influencer
Steps to reproduce:
  1. …
  2. …
Expected vs actual:
Logs / screenshots: attach where relevant

Bug Fixes

Reproducible bugs in Tours are fixed and shipped in a patch or minor release at no cost.
Report bugs via a ticket at creative-cape.com with reproduction steps, expected vs actual behavior, and relevant logs/screenshots.
Critical security issues are prioritized — please report them privately to support@creative-cape.com rather than publicly, and allow us time to ship a fix before disclosure.
Issues caused by modifications to core files, incompatible environments, or third-party services fall outside bug-fix coverage and may be quoted as paid work.

Feature Requests

We welcome feature requests and use them to shape the Roadmap.
Submitting a request does not guarantee implementation or a timeline.
Requests aligned with the product direction may be added to a future free update.
Bespoke, single-customer features are handled as paid customization.

Paid Customization

The following are available as paid services, quoted per project:

Custom tours workflows, pages, endpoints, or UI screens.
Integrating third-party services not already supported.
Theme and branding work beyond the built-in options.
Installation, migration, and deployment assistance.
Performance audits and scaling consultation.

Marketplace License & Support Note

Your purchase includes item support per the marketplace's standard terms. Item support can be renewed through your purchase account when it lapses; lapsed support can be renewed at any time and keeps you eligible for ongoing covered support. The product license you buy (Regular or Extended) governs how you may use Tours — see the License Guide.