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Support Policy

Summary of Support Policy

  • We only provide support for purchasing valid HP Web Design products.
  • Warranty reply support time up to 24 hours in working days.
  • The support team's official hour is Monday-Friday at 08.00 – 16.00 (WIB) (GMT / UTC 7:00).
  • For technical purposes we may require your FTP and online store administration account information.
  • We have checked the compatibility of our modules well only for certain systems a little tweaking with third-party themes/plugins is required.


Technical Support Not Applicable If

  1. No official license / never made a formal purchase at, or
  2. Remove the "HP Web Design" attribute without written permission from HP Web Design or without prior purchase of a developer/reseller license.
  3. It has been more than 12 months the date of purchase (See the support period for each product in the description)


Premium Support

You are entitled to 6-12 months of Premium Support with the purchase of one of our products including themes, modules and templates. Support is considered Premium, because we provide support with a guaranteed response time, which is a maximum of 24 hours from the time you submit a support ticket to us.


Free Installation

Every purchase of premium (paid) extensions at HPWD, you are entitled to a maximum of 1 free installation. How do I get a free installation? You just need to provide a valid admin account from your current online store. Make sure your store has been online before (uploaded on hosting) and can be accessed properly.

Some server conditions may be charged because the installation process takes longer. For example, setup on a VPS with a server configuration that doesn't/less suit the needs of OpenCart.


How to Get Support?

You can get Support by issuing a ticket here:


In order to ensure the fastest response time and provide prompt service, we recommend that you send us the URL and administration account of your online store and grant us temporary FTP access. Once this issue, the ticket issue, is resolved by the HP Web Design staff, you should immediately deactivate the temporary FTP and webstore accounts that have been assigned. You can find more useful information and tips on how to resolve and report bugs here and here.


Support Hours

We will process support requests at 08.00 – 16.00 every business day (Monday-Saturday), at GMT / UTC +7:00. While most support issues are handled within 24 hours, in some complicated cases, weekends and public holidays, it can take up to 48 hours, depending on condition.


Premium Support General Policy

Premium Support HP Web Design provides FREE Support services to all customers, who have purchased any of our products listed in point 1. Any additional general OpenCart Support questions or support related issues relating to third party extensions, are not developed by HP Web Design that may, however, not be included in the Premium Support package, will incur a fee. Minor modifications and customization requests, related to our modules, themes and templates may or may not be charged depending on the conditions.


Support & Custom Development

Services such as moderately complex system customizations, development of custom extensions, and bug fixes on third-party extensions not developed by HP Web Design are considered custom development and are subject to fees. Each project will be handled by one or a team of developers depending on the complexity of the development. You will receive a project timeline along with the relevant invoice for a custom development project.

Code ownership will belong to HP Web Design, which can use these resources for future development or redevelopment for sale unless explicitly agreed otherwise with the client. All custom development results compiled by HP Web Design have 1 month (30 days) warranty and support. Further questions regarding custom development can contact our info center at:



Refunds will be considered if the product does not work as described on our website on the condition that the product is