We get support requests every single day, and honestly, a good chunk of them come from people who aren't even our clients. So I figured it was worth writing this out properly, because there's a bit of nuance to how support works depending on your setup and I'd rather be upfront about it than have anyone feel like they've been left in the dark.

At Blesta.Club, we do two things: we sell Blesta licenses and we build extensions. Everything else we do kind of speaks for itself. But these two? Worth talking about.

The rule is simple: if you're paying us for it, we support it. Anything we give away for free falls under community support. That's just the reality of running a business we can't give unlimited time to things that aren't generating any revenue. I'm sure you get that.

Now, here's where it gets a bit more specific.

If you bought your license through Blesta.com and you're using our modules, Blesta is your go-to for anything platform-related that's their product, their support. But anything we've built? Come to us, that's what we're here for.

If you bought your license through Blesta.Club and you're using our modules this is our favourite. You're our client. Our responsibility. Honestly, you're the reason we started this in the first place. You get our full attention, one place for everything, no bouncing around between support desks trying to figure out whose problem it is.

If you bought through another reseller and you're using our modules, here's how we see it: module/plugin problem come to us, we'll sort it. Blesta problem that's your reseller's job, not ours. I know that's not always what people want to hear, especially when their reseller has gone quiet, but if you're paying someone for support, they should be providing it. Simple as that. If they're not? Go to Blesta directly and tell them. That's a reseller accountability issue and Blesta absolutely need to know about it. Don't just sit there frustrated! Mention it. We're not trying to turn anyone away. But we also can't be the fallback for every absentee reseller out there and I'll be honest it's worse than ever recently. We've built something we're proud of here, and we want to give our actual clients the time and attention they deserve.

Our clients know they get the full priority of us as team when they need us, we're not just flogging licenses and hoping for the best! We take our responsibility seriously and support is factored into our pricing!