Support scope
Every CertiFlow Gumroad licence tier includes six months of support from the date of purchase. Contact b.uugankhuu@gmail.com for a first response within two business days.
Contact and response commitment
Email is an available support channel independently of a public support form. If a support form is linked on the product page, it is an additional channel with the same first-response commitment. Include your order reference and product version so the purchase and affected release can be identified.
The two-business-day commitment is for the first response. It is not a guaranteed resolution time, a promise that every request will receive a code change, or a deadline for a new release. The response may ask for redacted diagnostic information or explain the next step.
What included support covers
- Guidance on the documented installation and upgrade steps on a server that meets the server requirements.
- Investigation of product bugs in the supplied product, with reproducible steps and secret-free diagnostics.
- Questions about obtaining and applying updates during an active update period.
- Basic questions about CertiFlow's SMTP configuration and scheduled jobs.
Start with Installation or Troubleshooting and FAQ when relevant. Reporting a possible product bug does not require giving us access to your server.
What is outside included support
- Remote server administration, running or managing your installation, hosting, domain or email provider setup, and provider delivery or availability problems.
- Custom code, design changes, data migration, development of third-party integrations, or diagnosing modifications to the supplied product.
- Hands-on installation and branding work. These are separate engagements with their own scope and terms, not services included in a software licence.
You operate your installation and remain responsible for its backups, security, personal data and third-party services. Under the EULA, a modified installation falls outside the published support scope. Support does not change the licence's installation rights and is not a warranty.
Updates and optional renewal
Every tier includes twelve months of updates from the original purchase date. Included support lasts six months; those are separate periods. Versions already received remain licensed perpetually after an update or support period ends, subject to the EULA.
An optional renewal provides another twelve months of updates and another six months of support at these prices:
| Licence tier | Renewal price (USD) | Included with renewal |
|---|---|---|
| Single Installation | $39 | Twelve months of updates and six months of support |
| Agency | $99 | Twelve months of updates and six months of support |
| Extended | $149 | Twelve months of updates and six months of support |
Renewal is optional. Contact the support email for renewal instructions; the applicable update and support dates will be stated when the renewal is arranged. Renewal does not increase the number of installations, change client-use or paid-access rights, or permit redistribution. No tier includes updates without end.
Send useful information without secrets
- Product version, order reference and purchase date.
- PHP and database versions, the affected screen or documented step, and steps to reproduce using fictional data.
- Relevant redacted diagnostic output, log excerpts or screenshots, plus the result you expected and the result you received.
Never send your .env, passwords, SMTP credentials, APP_KEY, licence keys, API tokens, two-factor recovery codes, national registration numbers or real certificate-recipient records. Redact sensitive information before sending any attachment. We do not need these secrets to identify your purchase or start investigating a report.
Refunds and marketplace terms
The refund policy explains the fourteen-calendar-day request window and conditional grounds. Submit a refund request within that window even if troubleshooting is still in progress; you do not have to wait for a support resolution before requesting a refund.
This scope describes Gumroad purchases. For a purchase through another marketplace, that marketplace's applicable licence, support and payment terms govern. The EULA supplied at Licensing/EULA.md in the package defines the software licence. Mandatory consumer rights remain unaffected.