Technical support is included with every paid ApexCharts subscription. These terms describe how it works; they are the Support Terms referenced by our Terms of Use.
✅ Who Is Eligible
- Support is provided to customers with an active paid subscription. Each plan includes a yearly incident allowance:
| Plan | Support included |
|---|---|
| Community | Community support (GitHub issues) |
| Pro | 5 support incidents per subscription year |
| Premium | 10 support incidents per subscription year |
| Enterprise | 20 support incidents per subscription year |
See the pricing page for full plan details. Unused incidents do not roll over to the next subscription year.
🔑 How to Access Support
- After checkout, your order confirmation email includes a personal link to our private support portal. That link is your entry point for opening support tickets.
- The portal is available only to paying customers; its address is not published on this site.
- Lost the email? Write to support@apexcharts.com from your purchase email address, including your order number or license key, and we will restore your access.
- Support availability and the escalation process are described in Support Channels and Escalation.
🎫 What Counts as an Incident
- One incident is one question or one reproducible issue on a single topic, submitted through the support portal.
- Follow-up messages on the same topic do not consume additional incidents.
- Reports that turn out to be confirmed defects in our libraries are not counted against your allowance.
📦 What Is Covered
- Usage questions, configuration guidance, and bug reports for the libraries included in your plan (ApexCharts and, where licensed, ApexGrid, ApexGantt, ApexTree, ApexSankey and ApexStock) and their official framework wrappers.
- Releases published during your active subscription window, per our renewal policy.
🚫 What Is Not Covered
- Custom feature development, code written for you, or debugging of application code unrelated to our libraries.
- Third-party libraries, frameworks, or unofficial wrappers.
- Versions released after your subscription expired.
📅 Subscription Lapses
- Support ends when your subscription ends; there is no grace period. Renewing restores portal access and a fresh incident allowance. See the renewal and cancellation policy.
🌱 Community Plan Users
- Bug reports and questions are welcome on the public GitHub issue tracker, where the team and community respond on a best-effort basis with no response-time commitment.
🔒 Security Issues
- Please do not file security vulnerabilities as support tickets or public issues; follow our responsible disclosure policy instead.