Start from your purchase

Sign in to the purchasing account, open Purchases and use the product support action when your recorded entitlement is active. Review the documentation, requirements and release version first. Include a concise subject, reproducible steps, expected versus actual behavior and redacted errors. Never send passwords, private keys, payment details or unrelated personal information.

Who responds

The seller/author is the primary responder. Script Tonic Admin has oversight and escalation authority and may intervene visibly in the same conversation. Product support is separate from generic site tickets, public discussions and pre-sale inquiries. Use account/site support for access or payment administration rather than expecting the author to change platform records.

Ticket states

Open means the conversation is active. Seller Resolve marks the ticket Resolved; a permitted buyer reply after resolution reopens it to Open. Explicit buyer Close marks it Closed and is distinct from seller resolution. Authorized Admin may reply, close or reopen with a recorded action. Relevant participants receive in-app/email notices according to routing; delivery depends on a valid recipient and notification processing. No response-time guarantee is introduced.

Scope and expiry

Support follows the purchased scope and recorded expiry, not the current listing alone. Seller soft-deletion does not erase existing entitlement or ticket history. Support is not unlimited customization, third-party integration or server administration unless expressly included. Renewal is separate; a reply does not extend entitlement. Refund eligibility remains governed by the Refund Policy.

Current numerical rates and durations are published in Fees & Pricing. The recorded purchase evidence governs completed orders. Browse the policy library for authoritative terms.