Support Policy

Xtensions offers a dedicated support team that would offer premium support to active users of its products. The Support feature is limited to products that have been purchased through us, and does not cover general Open Cart queries, interface issues with third-party tools beyond the scope of the product, as well as any usage environment issues that are beyond the technical specifications mentioned for that product.

Access to Support

A customer is allowed to access our support channel only when the product has a valid support license at that stage. Xtensions reserves its right to revoke the support in cases of objectionable communication, unauthorized access and falsification of credentials among est other such determining factors.

Time frames

The working hours of our support team would be between 10 AM and 5 PM GMT (Greenwich Standard Time) and users are requested to keep in mind the support time frames while addressing us. The Support Team would not be available on weekends and on designated holidays.


All genuine and necessary support queries would be addressed within 48 Business hours. Users are not supposed to submit a new support request while the existing query is still being resolved by us, and any new updates may be appended as a communication within the existing support query. Lack of proper information and repeat submissions would delay the time for resolving the query.

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Support Link

Our Support team offers a Ticket based support interaction along with a guaranteed response and necessary communication with our development team if required. Usage of the Support feature is bound by the below guidelines that are deemed to have been completely understood while purchasing our products. All products carry a free year of premium support, which can be renewed at the discretion of the user.

How to create a ticket