Technical Support & Maintenance Policy for Coderstm
Last Updated: June 2026
Welcome to Coderstm. Coderstm (coderstm.com) ("Company," "we," "us," or "our") develops
and licenses premium, high-integrity self-hosted software products, SaaS starter kits, source code frameworks, gym &
fitness management systems, opt-in newsletter & subscriber management platforms, and professional automation tools (collectively, the
"Software"). This Technical Support & Maintenance Policy ("Support Policy") is fully integrated into and forms an
essential part of our primary Terms & Conditions, and works in tandem with our Software License Agreement, Refund Policy, and Privacy Policy. This Support Policy governs your access to technical support, outlines
the duration and exact scope of your support window, clarifies what is included versus strictly excluded, and
establishes the boundaries of sovereign self-hosted infrastructure operations. Please read this document carefully
before initiating a support request.
By purchasing a software license or submitting a support ticket to Coderstm, you explicitly acknowledge that you have
read, understood, and agreed to be bound by all the terms and conditions outlined in this Support Policy.
1. Included Support Window and Extension Terms
To keep our software licensing costs affordable and sustainable for developers worldwide, standard technical support
is structured as a time-limited benefit:
- 30 Days of Free Baseline Support: Every standard software license purchased directly via our
website includes exactly thirty (30) days of core technical support starting from your exact
date of purchase.
- Expiration and Renewal: Upon the expiration of your initial 30-day support window, your access
to our technical support desk will automatically deactivate. You may purchase support extensions or renewals via
your customer dashboard. Support extensions are entirely optional; your self-hosted software license remains
active and perpetual regardless of support expiration.
- Strict Account Boundaries: Technical support is provided strictly to the original purchaser of
the software license. If you share your license key or invite unverified third parties into our support
channels, we reserve the right to immediately terminate your support access and deactivate your license.
2. Included Support Scope (Core Codebase Only)
During your active support period, our core engineering team is happy to assist you with the out-of-the-box features
and core functionality of the unmodified codebase, including:
- Core Installation Guidance: Verifying environment compatibility with our minimum system
prerequisites (e.g., PHP 8.3+, clean MySQL, Redis) and assisting with default Laravel database migration or
database seeding commands on clean, newly provisioned server environments.
- Out-of-the-Box Feature Support: Answering operational and configuration questions regarding the
built-in, default settings of the software, such as setting up default admin panels, configuring basic user
roles, and understanding out-of-the-box dashboards.
- Core Bug Verification & Patching: Verifying and patching confirmed bugs in our official,
unmodified release files. If a bug is confirmed in our core codebase, we will prioritize resolving it in an
upcoming patch release or providing an official hotfix/workaround.
3. Absolute Support Exclusions (Self-Hosted Boundaries)
Because Coderstm is distributed as self-hosted, downloadable source code that runs
entirely on your own private infrastructure, the boundaries of our developer responsibility are strictly defined.
The following areas are strictly excluded from technical support:
- Custom Code Modifications: Making any modifications, custom styling, feature additions, layout
changes, or editing the PHP, Vue, or Javascript files voids all technical support immediately. We cannot debug,
audit, edit, or troubleshoot code files that have been customized or modified by your team.
- Server & VPS Administration: Setting up, managing, or troubleshooting virtual private servers
(VPS) (e.g., AWS EC2, DigitalOcean Droplets, Linode), dedicated servers, Docker containers, Kubernetes clusters,
Nginx or Apache virtual hosts, PHP extension compilations, or system cron jobs.
- DNS, Domains, & SSL: Registering domain names, configuring DNS records, setting up subdomains,
resolving name-server conflicts, and installing or renewing SSL/TLS certificates. You must manage this directly
with your domain registrar or hosting provider.
- Third-Party API & Gateway Credentials: Setting up or troubleshooting credentials, credentials
validation, webhooks, or billing balances for third-party platforms (including but not limited to WhatsApp
Business API, Twilio, SMS gateways, Google APIs, and custom integrations).
- Email Deliverability & SMTP Providers: Resolving IP reputation issues, setting up SPF, DKIM,
DMARC records, or troubleshooting account limitations, sandbox modes, and suspensions imposed by third-party
SMTP relays or mail services (such as Amazon SES, Mailgun, Postmark, or SendGrid). Coderstm products do NOT provide email sending servers or SMTP infrastructure; the licensee is solely responsible for acquiring, managing, and complying with the acceptable use policies of their third-party sending services.
- Local Developer Environments: Debugging, configuring, or troubleshooting local developer
environments (such as Docker local setups, Windows or Mac XAMPP, Laragon, or local Node.js compilation issues).
- Performance & Scaling: Database indexing, database scaling, server cache optimization, Redis
cluster tuning, and resolving performance bottlenecks caused by insufficient hardware resources.
4. Installation, Hosting, & Deployment Terms
To prevent scope creep and ensure our developers remain focused on building great products, we maintain strict rules
regarding software deployment:
- No Free Installation: A standard purchase does NOT include free software installation services.
You are expected to follow our step-by-step documentation to set up the software.
- No Free Hosting or Servers: Coderstm does not provide server space, virtual machines, or
hosting databases. You must secure your own hosting infrastructure.
- Premium Paid Services: Professional server setup, database deployment, CI/CD pipeline
configuration, mobile app compilation, app store submissions, and custom development are not included in the
standard license and may only be acquired separately as premium, paid services.
5. Customer Infrastructure & Compliance Responsibilities
As a self-hosted codebase operator, you assume complete responsibility and operational control over your software
instance. Your responsibilities include:
- Infrastructure Provisioning: Financing and maintaining active web servers, database clusters,
and cache nodes capable of running the Software securely.
- Security Hardening: Implementing firewalls, database password rotations, securing SSH access
ports, and keeping server operating systems up-to-date.
- Backups & Disaster Recovery: Setting up daily database and file backups. Coderstm is not
responsible for data corruption, database loss, server failures, or accidental deletions.
- Compliance with Local & Anti-Spam Laws: Ensuring your platform's operational practices (such as double
opt-in subscriber management, transactional email delivery, or managing client subscriptions) comply fully with local and
international regulations, including but not limited to GDPR, CAN-SPAM, CASL, and regional spam laws. Under no circumstances may Coderstm products be used for cold outreach, email prospecting, lead generation, or scraped list emailing.
6. Support Channels & Service Level Agreement (SLA)
To maintain high-quality tracking and resolution of all technical inquiries, all support requests must adhere to our
communication guidelines:
- Authorized Channels: Technical support is processed strictly and exclusively through our online
ticketing portal or via email at [email protected]. We do not
provide phone, live chat, Discord, Slack, WhatsApp, or screen-sharing support under our standard support
agreements.
- Business Hours: Our engineering team processes tickets during standard business days, Monday
through Friday, excluding public holidays in India.
- Response SLA: We make every reasonable effort to respond to all technical support requests
within twenty-four (24) to forty-eight (48) business hours. However, response times are non-binding and may
fluctuate based on ticket volume, complexity, and holidays.
- Information Requirements: To receive assistance, you must provide your active Order ID, a
detailed explanation of the issue, clear screenshots, and the exact steps required to replicate the problem on a
clean installation. Tickets with incomplete or vague information may be delayed or closed.
7. Support Abuse, Conduct, & License Revocation
We believe in treating our team with respect and maintaining professional standards. We enforce a zero-tolerance
policy against support abuse and license piracy:
- Professional Conduct: You agree to communicate with our support representatives in a respectful
and professional manner. Threatening, abusive, profane, or derogatory language in support tickets will result in
immediate and permanent support account suspension without refund.
- Support Extortion: Threatening to file negative reviews, public complaints, or initiating
fraudulent chargebacks/disputes with Razorpay, PayPal, or card issuers in an attempt to force our team to
perform custom development or server configurations constitutes support abuse. In such cases, we reserve the
right to immediately terminate your support window and deactivate all associated software licenses.
- Unauthorized Redistribution: If we discover that your license key has been shared, leaked
online, uploaded to public repositories, or distributed to third parties, your license will be terminated
immediately, and all support access will be revoked with no liability for refunds.
8. Warranty Disclaimer & Limitation of Liability
- WARRANTY DISCLAIMER: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE TECHNICAL SUPPORT
SERVICES, BUG FIXES, AND SOFTWARE ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT WARRANTIES OF ANY
KIND, EITHER EXPRESS OR IMPLIED. CODERSTM DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, COMPATIBILITY, SECURITY, AND NON-INFRINGEMENT.
WE DO NOT WARRANT THAT TECHNICAL SUPPORT WILL RESOLVE EVERY INFRASTRUCTURE ISSUE OR Server CONFLICT.
- LIMITATION OF LIABILITY: TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL CODERSTM,
ITS DIRECTORS, DEVELOPERS, EMPLOYEES, OR PAYMENT GATEWAY PARTNERS (RAZORPAY, PAYPAL) BE LIABLE FOR ANY INDIRECT,
SPECIAL, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES (INCLUDING, BUT NOT LIMITED TO, LOSS OF
BUSINESS PROFITS, DATABASE CORRUPTION, SYSTEM DOWNTIME, SECURITY BREACHES, DATA LOSS, OR REVENUE LOSS) ARISING
OUT OF THE PROVISION OR INABILITY TO PROVIDE TECHNICAL SUPPORT, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES.
- Financial Liability Cap: In all circumstances, Coderstm's aggregate financial liability under
this agreement shall be strictly capped at the actual purchase price paid by you for the specific software
license in question.
9. Governing Law & Legal Jurisdiction
This Support Policy, your software purchase, and any legal dispute or claim arising between you and Coderstm
regarding support services, licensing, or software operation shall be governed exclusively by, and construed in
accordance with, the laws of the Republic of India. You and Coderstm explicitly agree that any legal
actions, court hearings, or arbitration proceedings must be resolved solely and exclusively in the Barrackpore
Sub-Divisional Court in North 24 Parganas, West Bengal, India.
10. Legal Contact & Corporate Info
For any billing clarifications, legal notices, support extensions, or to report license violations, please contact
our team:
