# Support

## Need Support?

If you need help or have questions about WaDesk, we are happy to assist. The fastest way to reach us is through the CodeCanyon item page or by email.

Support Email: sudhirchechani@gmail.com

- CodeCanyon Comments & Profile: Post on the WaDesk item's Comments tab, or use the Contact form on the Media City author profile for license-specific questions.
- Email: For private matters (purchase code, admin logins, logs), email us directly at sudhirchechani@gmail.com.

## Support Hours

Our support team is available during the following hours:

- Monday – Friday: 10:30 AM – 6:00 PM (GMT+5:30, Indian Standard Time)
- Saturday & Sunday: Closed
- Public Holidays (India): Closed

We aim to respond within 24–48 business hours. After weekends or during peak periods, replies may take a little longer.

## Item Support Policy

When you purchase WaDesk from CodeCanyon (Envato Market), your purchase includes 6 months of item support from the author. You can extend support to 12 months during or after purchase.

Item support is provided in line with the Envato Item Support Policy.

## What Is Included in Support

- Answering questions about how to use WaDesk and its features
- Answering technical questions about functionality and compatibility
- Help with confirmed defects (bug reports and fixes)
- Help with the bundled third-party libraries (e.g. the Node bridge integration)
- Assistance with installation and initial configuration issues
- Guidance on server requirements and environment setup
- Providing available updates and documentation improvements

## What Is NOT Included in Support

- Customization or modification beyond WaDesk's original functionality
- Hands-on installation or server setup (documentation is provided, but we do not log in and install for you)
- Hosting, server, DNS, or domain-related issues
- Third-party software, plugins, or services not bundled with WaDesk
- Issues caused by editing the source code or modifying core files
- WhatsApp account bans, number restrictions, or Meta / Twilio account approvals — these are governed by those providers, not by WaDesk
- Marketing, deliverability, or business strategy guidance
- Support for outdated versions when a newer release is available
- Phone, video-call, or screen-sharing sessions

> About WhatsApp bans: The Unofficial API engine connects an unofficial client and carries inherent risk. WaDesk includes template linting and pacing controls to reduce that risk, but account bans imposed by WhatsApp are outside the scope of item support.

## How to Get Quick Support

To help us resolve your issue as fast as possible, include the following in your first message:

1. Your Envato purchase code — verifies your license so we can assist you.
2. A clear description of the issue — what you expected vs. what actually happened.
3. Steps to reproduce — how we can trigger the same issue on our end.
4. Which WhatsApp engine the affected workspace uses (Unofficial API, Cloud API, or Twilio).
5. Screenshots or a screen recording — visual evidence speeds things up.
6. Error logs — the relevant lines from `storage/logs/laravel.log`, and the Node bridge log if the issue involves the Unofficial API.
7. Environment details — PHP version, server type (shared hosting / VPS), database (MySQL / MariaDB), Node.js version, and your WaDesk version.

> Tip: Providing complete information up front avoids back-and-forth and significantly speeds up resolution.

## Reporting Bugs

We take bugs seriously and aim to fix them in the next available update. If you find one:

- Email sudhirchechani@gmail.com with the details listed above.
- Put “Bug Report” in the subject line.
- If possible, provide a temporary admin login so we can investigate directly.

Confirmed bugs are prioritized and included in the next patch or release, and you will be notified when the fix ships. See the Change Log for what has already been addressed.

## Paid Services

For work beyond standard item support, we offer paid services on a case-by-case basis, including:

- Custom feature development
- Server setup, deployment, and Node bridge configuration
- Performance tuning and troubleshooting
- Migration from another WhatsApp platform
- Custom integrations with third-party services

Contact us at sudhirchechani@gmail.com with your requirements for a quote.

## Before You Contact Us

Many questions are already answered in this documentation. Before opening a ticket, it is worth a quick check:

- Use the search box (Ctrl K) at the top of any page.
- Review the Troubleshooting guide for common install and runtime issues.
- Confirm you are on the latest version — see the Update Process.