Effective date: September 2, 2026
Last updated: September 2, 2026
This Support Policy explains the technical support provided by Orbit Info Tech (OiT) for 73PiXEL products.
1. Eligibility
Support is available to customers with a valid license and an active plan that includes support. Support entitlement, number of sites, and duration follow the plan purchased. Free products may receive community or best-effort support only.
2. Support Channels
Submit technical requests to support@73pixel.com using the email address associated with your purchase where possible. Pre-sales questions should be sent to sales@73pixel.com. Billing questions belong at billing@73pixel.com.
3. Business Hours and Response Targets
Our normal business days are Sunday through Thursday, excluding public holidays in the Sultanate of Oman. Support is asynchronous and not a guaranteed real-time or emergency service. We aim to acknowledge eligible requests within two (2) business days. Complex issues may take longer to investigate and resolve. Response targets are goals, not service-level guarantees.
4. What Support Includes
- installation, activation, and configuration guidance for the current supported version;
- help diagnosing reproducible product defects;
- reasonable assistance with documented features and common compatibility issues;
- guidance on updates and available workarounds; and
- license activation assistance within the purchased plan.
5. What Support Does Not Include
- custom development, site building, design work, or consulting unless separately agreed;
- administration of WordPress, hosting, databases, DNS, email, or third-party services;
- debugging unrelated themes, plugins, custom code, malware, or server problems;
- support for modified, pirated, materially outdated, or unsupported product versions;
- data recovery, migration, performance tuning, or security incident response for your environment; or
- guaranteed compatibility with every third-party product or future platform change.
6. Information We May Request
To investigate, we may request the product version, WordPress and PHP versions, reproducible steps, screenshots, logs, site health information, and a temporary staging-site account. Share only what is necessary. Never send passwords, private keys, full payment-card details, or production database exports by ordinary email. Remove or mask personal data where possible.
7. Access and Backups
If temporary access is necessary, use a dedicated least-privilege account and remove it when the case closes. You remain responsible for current backups and for approving changes. We may decline access to a production system and request a staging copy instead.
8. Supported Environments
Products are supported on versions and configurations stated in their documentation or product pages. We may require you to update WordPress, PHP, the product, or relevant dependencies before investigation. End-of-life platforms may not be supported.
9. Customer Conduct
Please provide accurate information and communicate respectfully. We may limit or suspend support for abusive conduct, excessive duplicate requests, fraudulent activity, security threats, or violations of our Terms of Service, while preserving any mandatory legal rights.
10. Fixes and Product Decisions
Confirmed defects may be fixed through an update, workaround, documentation change, or other reasonable remedy. Feature requests are welcome but do not create a commitment to implement or deliver a feature by a particular date.
11. Contact
Technical and licensing support: support@73pixel.com