This policy explains the support scope for Eggy products. It helps customers understand what support can assist with and what remains the customer’s responsibility.
1Support purpose
Support helps customers understand product installation, product usage, known issues, secure downloads, account access and documented workflows.
2Wiki-first support
Customers should search the Wiki, product documentation, troubleshooting pages and diagnostics guidance before submitting a support request. This reduces delays and helps customers resolve common issues quickly.
3What support includes
Support may include guidance on installation steps, database setup, folder permissions, product settings, account/download access, known product issues, update notes and clarification of documented features.
4What support excludes
Standard support does not include custom development, new feature builds, server administration, hosting fixes, third-party API setup, heavy custom-code debugging, malware cleanup or business consulting unless separately agreed.
5Modified files
If a customer edits product files, changes database structure, removes required code or merges third-party code, support may be limited. We may ask for a clean copy, error logs or reproduction steps.
6Hosting and server responsibility
Customers are responsible for hosting accounts, domains, SSL, PHP/MySQL compatibility, file permissions, cron jobs, mail server configuration and server-level security.
7Third-party services
Stripe, PayPal, hosting panels, mail providers, APIs and external plugins are controlled by third parties. Support may explain integration points but cannot guarantee third-party service behaviour.
8Support request preparation
Support requests should include product name, edition, version, domain/path, PHP version, MySQL/MariaDB version, hosting panel, error message, screenshots if useful and steps already tried.
9Response and prioritisation
Support may prioritise security issues, payment/download access issues and confirmed product bugs. Response times may vary depending on volume, complexity and customer entitlement.
10Abuse of support
Abusive, threatening, fraudulent, repetitive or bad-faith support use may lead to reduced support access, account review or refusal of service.
These legal documents are business templates prepared for the Eggy website and should be reviewed by a qualified legal professional before final commercial reliance.
Questions about this document?
Use the Eggy support page for questions about orders, downloads, accounts, support or document navigation.
Contact Support Visit Wiki