Hey guys,
A few months back, I bought an AI SaaS script, and it still has 2 months of support left. Initially, I had no problems with the script and I made some changes, like changing the website color.
This month, the author released a new update and changed the structure of the script. Since I don’t have much knowledge about coding, I asked him to update the script’s documentation. He said he would update it over the upcoming weekend, which was about 8-10 days ago.
After waiting 12 days, I commented on the script page about the documentation update, and he responded by saying, 'Don’t forget that anything related to customization is not covered under Codecanyon’s support policy, and that includes documentation. What you’re asking for is instructions for customizations.’
I want to know if it’s true that customization isn’t covered under the policy, including documentation. He always says this when I ask about updating the documentation.
Additionally, he mentioned that he’s prioritizing the new update. How can he focus on a new update without providing proper documentation for the current product? Now, he put my comment under review without answering my questions.
That’s a little bit in the gray area, as you have “customize” the item and author is not really required to update the documentation as long as it contains enough information for the basic features, most likely your issue comes from that you don’t have enough knowledge how to manage the item properly - therefor I’d be getting side with the author in this case.
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I customized the script myself as I have basic knowledge. Now, the thing is, he changed the entire process and structure of the script (v6.2) but didn’t update the documentation, which is still for the older version (v6.1).
I also forgot to mention that this new update (v6.2) was a major update. So, after updating the script, my website went back to the original, like a newly purchased theme.
He has a “customization” section in his documentation with images showing the path of the source code files that we need to edit to make changes, which were included in the older version. But in the newer version, the files have changed, the file paths are different, some files are removed and new files are added.
However in the documentation he didn’t mention anything. So do you think it’s not necessary to update the document after this major update?
Either you’d need to perform the changes again from the scratch or stay with the current version.
It sounds bad but it happens once a while with those systems.
As long as your website still works but you lost the modifications, which happens when you overwrite the files, you need to figure out a way to solve the problem. You may not request support from the author as it falls under “customized item” condition.
As long as the script still works with the “current” version of the documentation, updating the documentation is not mandatory.
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