This document explains what product support covers for PropEngine buyers.
Included Support #
- Help with a clean installation using the release ZIP.
- Guidance for installer errors caused by product code.
- Bug reports that can be reproduced on an unmodified copy of the current release.
- Clarification of documented features and settings.
- Guidance for using the admin panel, localization, plugins, updates, and license activation.
Not Included #
- Custom feature development.
- Theme redesigns or bespoke UI changes.
- Server administration, DNS, SSL, email deliverability, or hosting migrations.
- Debugging buyer modifications or third-party code changes.
- Data entry, content migration, scraping, or bulk import services.
- Third-party provider billing, account approval, quotas, outages, or API key setup.
- Marketplace demo preparation, screenshots, marketing copy, or sales-page customization unless separately agreed.
Third-Party APIs #
Mail, map, AI, translation, webhook, hosting, CDN, DNS, and other external services belong to the buyer. The buyer is responsible for obtaining API keys, paying provider fees, configuring provider accounts, monitoring usage, and complying with provider terms.
Before Requesting Support #
We don’t support customized scripts except when specifically agreed upon.
Please include:
- Product version.
- PHP version.
- Database engine and version.
- Hosting type.
- Error message or screenshot.
- Steps to reproduce the issue.
- Whether the installation is clean or customized.
Never send production passwords, private API keys, or full .env files in support requests.
Updates #
Update guidance is documented in update-guide.md. Always create a full database and file backup before applying an update.
