Support
Standard and premium support
Standard support comes with your licence: we help you use the product and fix its bugs. Premium support is paid by the hour: our team does the work for you.
Standard support
Included with your licenceWe answer your questions and fix problems in the product.
- Questions about how a feature works
- Help understanding the installation and update guides
- Fixing bugs in the product
- Advice on security issues and the release that fixes them
How you get it
6 months come with every licence. Extend to 12 months when you buy, or renew later from your account.
Premium support
Paid by the hourOur team works on your installation for you.
- Installing or updating the software on your server
- Changing how the product works for your business
- Server, email, domain and SSL setup
- Importing or moving your data
- Live calls, screen sharing and training
How you get it
Buy a support-hour package. We tell you how long the work will take before we start, and only the time used comes off your balance. Hours never expire.
From $34.95 per hourWhich one do I need?
- “A report shows the wrong total.” Standard support
- “Where do I set up shifts?” Standard support
- “Please update my server to the latest version.” Premium support
- “Add a new field to the leave form.” Premium support
- “Import our employees from a spreadsheet.” Premium support
- “Train our team on a call.” Premium support
Support questions
Does my software stop working when support ends?
No. Your licence is permanent and the software keeps working. You only lose the ability to open standard support tickets until you renew.
What can I do when my 6 months of support end?
Renew standard support from your account for another 6 months, at any time. Or buy support hours when you only need help with one task. Nothing renews automatically.
I still have standard support. Do I need premium support too?
Only when you want our team to do work that standard support does not cover, such as installing, customising, importing data or training. Many customers never need it.
Will I be charged for premium support without agreeing first?
No. We send an estimate of the time needed, and nothing is taken from your support hours until you approve it. Every use is listed in your account.
Do support hours expire?
No. Unused hours stay on your account until you use them.
Is support the same as updates?
No. Updates give you new releases for 12 months. Support gives you help from our team. They are renewed separately, and neither one stops your software.
Can your team install the product for me?
Yes. Choose a fixed-price installation plan, or use support hours. Setting it up yourself with an AI assistant and our guides is free.
How do I ask for help?
Sign in, open Support in your account and create a ticket. You choose standard or premium there, and we tell you if a request needs the other one.
6 months of support included
Every new Open Core HR Core or add-on licence includes 6 months of support from CZ App Studio, starting from verified payment. Support covers the purchased product on a supported environment and is provided by email.
Include your purchase email, purchase code, product version, steps to reproduce, and redacted screenshots or errors. Keep follow-ups in the same email conversation. An eligible issue reported during the support period does not become chargeable simply because our investigation continues after it ends.
What support includes
- Answering questions about how to use the product and its documented features
- Clarifying the installation, configuration and update instructions in our documentation
- Investigating and fixing reproducible defects in the purchased product
- Help with the bundled assets and components we ship with the product
- Guidance on reported security issues and the release that fixes them
What support does not include
These are available with support hours or a quoted service.
- Hands-on installation, upgrades or applying updates on your server
- Customization, new features or changes to how the product works
- Server, hosting, email, DNS, SSL or third-party service configuration
- Problems caused by your own modifications or third-party code
- Data import, migration or cleanup, backups and recovery
- Mobile app signing, rebranding or store submission
- Live calls, remote sessions or training
Extending and renewing support
When you buy a Core or add-on licence, you can extend its support from 6 to 12 months for a reduced price shown on the product page, in your cart and at checkout. The extension is only available with the purchase and applies to every licence of that product in the order.
After purchase, you can renew support for any licence from your account in 6-month blocks at that product’s standard support price. Renewal adds 6 months to the later of your current support end date or the renewal payment. There is no automatic renewal.
Support and updates are separate. Renewing support does not extend update access, and renewing updates does not extend support. Your installed software keeps working when either ends. Required remedies for a defective purchase do not depend on buying or renewing support.
12 months of released updates
Your purchase includes 12 months of released fixes, enhancements and features for that product, starting from verified payment. Separately sold add-ons and products are not included. A roadmap or feature request is not a promised delivery.
After expiry, renew updates to receive later releases. Renewal is manual and extends the later of your current expiry or verified renewal payment by 12 months. Your installed software keeps working and eligible earlier releases remain available.
Premium support hours
For work outside included support, buy a support-hours package. The hours are credited to your account’s support-hours balance as soon as payment is verified, and you can see the balance and every entry in your account.
We record each piece of work against your balance with the date, the time used and what was done, in 15-minute increments. We ask before starting work expected to exceed your remaining balance. Waiting for your reply is not billable time, and we do not charge to correct defects caused by our own work.
Support hours do not expire and do not extend update access or included support. Unused hours are refundable under the refund policy; hours already used are not.
5 support hours
For a few focused tasks, such as an upgrade or a configuration review.
$199.00 $39.80 per hour10 support hours
For a rollout: setup help, data questions and a training session.
$379.00 $37.90 per hour20 support hours
For ongoing help across a quarter or several installations.
$699.00 $34.95 per hourServices outside included support
Hands-on installation, server administration, hosting, backups and recovery, migrations, data import or cleanup, custom features, integrations, live training, app signing or store submissions, repeated deployments and applying updates use support hours or a separately agreed scope unless your service order includes them.
Customer modifications and third-party faults are outside standard product support. We may request reproduction on an unmodified copy using test data. Modifications do not exclude unrelated defects in our product. We explain any proposed paid work before starting it.
Contact and availability
Included technical support is by email. The contact form and WhatsApp can route enquiries; calls, live troubleshooting and remote sessions require an agreed arrangement. Support is not a 24-hour emergency or guaranteed resolution service.
We respond during the support hours shown below. Resolution depends on impact, reproducibility, customer information and available workarounds. Consumer complaints follow the separate complaints process and its legal deadlines.
Safe access and fair handling
Keep recoverable backups and use supported infrastructure. Do not send passwords, payment credentials, API secrets or unredacted production databases by email or WhatsApp. Where access is needed, agree secure temporary access with minimum permissions and revoke it afterwards.
We may consolidate duplicate requests or pause threatening, abusive, unlawful or unsafe interactions while keeping a safe complaint route available. Good-faith criticism and payment disputes are not abuse. Historical purchases retain their original support and marketplace promises.