Template support policy

OCR Matrix Template Support Policy

Version: 2026-11-14.1

Direct-store purchases with the OCR Matrix Single Project Commercial Licence include 180 days of support and 365 days of available updates, beginning at the successful payment time. Continued use of a licensed version does not expire with support or updates. See LICENSE.md for the complete terms.

Email contact@softfireinfotech.com with your order reference, template and release version, Node/npm versions, reproduction steps, expected and actual behaviour, and sanitised error output. Do not send secrets or customer data.

Support covers documented setup questions, explanations of included features, and investigation of reproducible template defects on documented supported versions. It excludes custom development, installation/deployment services, server administration, production backend, identity, billing, payment and AI service implementation, third-party outages and unrelated modifications. These may be quoted separately.

Support hours are Monday-Friday, 09:00-18:00 IST, excluding Maharashtra public holidays. No guaranteed response/resolution time, round-the-clock coverage or SLA is included. Updates are provided when available; there is no promised release frequency or new-feature schedule. Preserve backups of your purchased files.

Marketplace purchases retain the support terms shown for that purchase; this direct-store policy does not rewrite them. Refunds and mandatory remedies are governed by the terms supplied with the order and applicable law.

Store: https://ocrmatrix.com/ · Licence: https://ocrmatrix.com/licenses · Refund policy: https://ocrmatrix.com/refund-policy. OCR Matrix is a product of Softfire Infotech. Purchases made under earlier licence versions retain their original support and usage rights.