Support Conditions and Service Levels

ApexCharts provides technical support to licensed customers as part of active commercial subscriptions. This page describes our support channels, availability, ticket procedures, and response time commitments.

Support Entitlement by License

Access to technical support is tied to your license type and subscription status:

Community License (free)

• Community-based support via:
  • GitHub Issues: github.com/apexcharts/apexcharts.js/issues
  • Stack Overflow (tag: apexcharts)
• No guaranteed response times. No direct support from the ApexCharts team.

Commercial License

• Access to the ApexCharts support portal with:
  • Direct support from the ApexCharts engineering team.
  • Response time commitments as described in the Escalation Process section below.
  • Support for integration questions, bug reports, and feature guidance.

OEM / Redistribution License

• Includes all Commercial License support benefits, plus:
  • Priority queue and a dedicated support contact.

Enterprise / Custom Agreements

• Organizations with custom contracts may have separately negotiated support terms that supersede this page.
• Please refer to your contract for details or contact sales@apexcharts.com.

Support Channels

Support is provided through the following channels on a first-come, first-serve basis with a guaranteed response time of 72 hours or less for commercial licenses.

• Email Support — paid license holders will receive support contact details upon license purchase.
• Standard Support — all customers may also open issues at: github.com/apexcharts/apexcharts.js/issues

Support Availability

• Business Hours: 8am – 8pm IST.

Escalation Process

If you believe your ticket is not receiving appropriate attention or has been miscategorized, you may request an escalation:

• Reply to your existing ticket requesting escalation and providing the business justification.
• Alternatively, email support@apexcharts.com with the subject line “Escalation Request – Ticket #[your ticket number]”.
• Escalated tickets are reviewed by senior support staff within 12 hours.

For enterprise contract holders, please contact your designated account manager directly.

Out of Scope

The following are outside the scope of standard support:

• Custom development or professional services — contact sales@apexcharts.com for consulting enquiries.
• Issues caused by modifications to the ApexCharts source code.
• Issues in third-party frameworks or integrations not caused by ApexCharts itself.
• Support for versions of ApexCharts that are more than 1 version behind the current release.

Contact

For support enquiries, please contact: sales@apexcharts.com