Fast PrestaShop Repair – Diagnostics & Bug Fixing

Common incidents we resolve

How billing works (1 unit = 1 work hour)

The unit price and any option surcharges are shown on the product page and in the cart. You can purchase several hours up front or add more after receiving our report. URGENT and staging option charges apply to each purchased work hour.

• We always start with a backup — a database export and a copy of files before changing code.
• Within the purchased time — we analyse logs, identify the cause and implement a fix where the issue can be resolved within the ordered hours.
• No-surprises policy — if the repair needs more work than you have paid for, we stop. You receive a report explaining the cause and a quote for continuation. You decide whether to purchase additional hours.
• When work time and SLA begin — once payment is confirmed and we have the access required for the task. We do not consume your hours while waiting for credentials.

Optional extras (selected on the product page)

We normally process paid requests in order. Depending on your needs, you can add the options below; their current prices are shown in the form above.

• URGENT response — work started within 2 hours (surcharge per work hour) — we handle your case ahead of the standard queue, including weekends and outside normal business hours. We begin diagnosis no later than 2 hours after payment is confirmed and valid access is received.
  SLA guarantee: If we do not begin work within 2 hours for reasons on our side, we automatically refund 100% of the URGENT surcharge and continue the request as priority work at the standard rate.
• Safe staging — work on a test environment (one-off order fee) — before changing production code, we create an isolated clone (database and files) and repair it there first, helping to minimise the risk of downtime.
• Log monitoring — 14 days (one-off order fee) — for two weeks after the repair, we actively monitor PHP and SQL server logs to identify hidden issues before they affect your customers.

Warranty on completed work (12 months)

The product page states the service-category benefit: 12-month warranty on completed work. The terms below clarify what it means. It is not continuous log monitoring, on-call cover or a support subscription for your entire store.

What the warranty covers

• We resolve the reported issue and secure the agreed scope in line with PrestaShop good practices, within the purchased time.
• The warranty applies only to the recurrence of the same issue or a regression in the elements we introduced or repaired in this order.
• Term: 12 months from the completion date stated in the final report.

The final report is the reference point for a warranty claim

After completing the work, we provide a report including the reported incident and identified cause, a client-readable list of changes made (code, configuration and/or SQL), any recommendations, and the completion date. Warranty claims are assessed against this report; work outside its scope is not automatically covered.

What the warranty does not cover

• active log monitoring, on-call cover, continuous-support SLA or 24/7 supervision of the store;
• new incidents or problems in an area other than that described in the report;
• changes made after completion, including installation or updates of modules, theme, PrestaShop, PHP, server, CDN, reverse proxy, firewall or cron jobs;
• access being shared with third parties after our work, including freelancers, agencies, employees or other IT providers;
• hacking, malware, spam, data leaks, account abuse, brute-force attacks, compromised passwords or exposed admin panels — including pre-existing security gaps not disclosed to us or outside the agreed scope;
• risks intentionally left outside the brief, for example an insecure module retained at your request or excessive database/FTP permissions not included in the repair;
• hosting or infrastructure problems, including CPU/RAM resources, limits, account suspensions, data-centre incidents or host-side configuration;
• external integration failures (ERP, marketplace, payment or carrier services) caused by a change on the provider's side or by changed tokens or configuration;
• loss or overwrite of our changes through a customer deployment, restoration from another backup or manual file edits;
• inability to verify a claim because access is unavailable or the issue cannot be reproduced.

How to file a warranty claim?

You can submit your request on our Contact page using one of two options:

• Contact Form — for new requests (no account required). Include your order number and a description of the symptoms. Do not include passwords.
• Support Ticket — if you have an account: open a new ticket or update an existing one in our ticketing system on that page.

Go to Contact Page

What happens next on our end:

1. We compare your request against our final work report and service exclusions.
2. Same scope, regression of our fix, and no exclusions → we fix it free of charge under warranty.
3. New issue, different area, or an excluded item → we provide a quote for additional hours (separate order).