Support

Contact Support

If you need assistance with MailTrixy, you can reach our support team through the following channels:

• Support Email: sudhirchechani@gmail.com
• CodeCanyon Support: Submit a ticket through the MailTrixy item page on CodeCanyon

Support Hours: Monday to Friday, 10:30 AM - 6:00 PM IST (Indian Standard Time)

We aim to respond to all support requests within 24-48 hours during business days.

Item Support Policy

MailTrixy is sold on Envato/CodeCanyon and follows the Envato Item Support Policy. When you purchase MailTrixy, you receive 6 months of support from the date of purchase. You can optionally extend support to 12 months during checkout or at any time from your CodeCanyon downloads page.

Support is provided exclusively to users with a valid, active support period. Please have your purchase code ready when contacting support.

What Is Included

Our support covers the following:

• Questions about features and usage - How to use specific features, configure settings, or navigate the admin panel
• Technical assistance - Help with installation errors, configuration issues, and environment setup
• Bug fixes - Reporting and resolving bugs in the MailTrixy core application
• Installation support - Guidance on installing MailTrixy on your server, including database setup, environment configuration, and initial setup
• Server requirements - Confirming whether your server meets the minimum requirements and advising on optimal configuration
• Updates - Assistance with applying updates and resolving migration issues

What Is NOT Included

The following items are outside the scope of standard support:

• Customization - Modifying the source code, adding custom features, changing the design, or altering existing functionality beyond what is configurable through the admin panel
• Hands-on server setup - Logging into your server to configure Apache/Nginx, install PHP extensions, set up SSL certificates, or configure cron jobs. We provide documentation and guidance, but we do not perform server administration
• Hosting issues - Troubleshooting hosting provider-specific problems, server performance issues, DNS configuration, or email deliverability problems caused by your hosting environment
• Third-party plugins and integrations - Debugging issues with third-party services, plugins, or custom integrations that are not part of the core MailTrixy product
• Source code modifications - Supporting installations where the core source code has been modified. Modifications may void your support eligibility
• SEO and marketing - Search engine optimization, email deliverability optimization, or marketing strategy advice
• Old versions - Support for outdated versions. We recommend always updating to the latest version before requesting support
• Phone or video calls - Support is provided exclusively via email and CodeCanyon ticket system. We do not offer phone, video call, or screen sharing support sessions

How to Get Quick Support

To help us resolve your issue as quickly as possible, please include the following information in your support request:

• Purchase code - Your Envato/CodeCanyon purchase code (found in your CodeCanyon downloads page)
• Clear description - A detailed description of the issue, including what you expected to happen and what actually happened
• Steps to reproduce - Step-by-step instructions to reproduce the issue
• Screenshots - Screenshots or screen recordings showing the error or unexpected behavior
• Error logs - Relevant entries from storage/logs/laravel.log. You can copy the last 50-100 lines of the log file
• Environment details - Your PHP version, MySQL version, web server (Apache/Nginx), hosting provider, and MailTrixy version

Providing complete information upfront significantly reduces back-and-forth and allows us to diagnose and resolve your issue faster.

Reporting Bugs

If you discover a bug in MailTrixy, please report it through our support channels with the following details:

• Description of the bug and its impact
• Steps to reproduce the issue consistently
• Expected behavior vs. actual behavior
• Your MailTrixy version number
• Browser and operating system details
• Relevant log entries from storage/logs/laravel.log

We take bug reports seriously and aim to release patches for critical issues as quickly as possible. Non-critical bugs are typically addressed in the next scheduled release.

Paid Services

For tasks that fall outside the scope of standard support, we offer paid services on a per-project or hourly basis. These include:

• Custom feature development - Building new features or functionality tailored to your business requirements
• Server setup and configuration - Complete server setup including PHP, MySQL, Nginx/Apache, SSL, Supervisor, and cron jobs
• Performance optimization - Analyzing and optimizing your MailTrixy installation for better speed and efficiency
• Data migration - Migrating contacts, email history, or CRM data from another platform to MailTrixy
• Custom integrations - Building integrations with third-party services, APIs, or internal systems

Contact us at sudhirchechani@gmail.com with your requirements for a quote.

Working Day Schedule

Our support team operates on the following schedule (all times in IST - Indian Standard Time):

Note: Support may be unavailable on Indian national holidays. During holiday periods, response times may be longer than usual.