Frequently Asked Questions

General

Is the source code encrypted?

No, our source code is 100% unencrypted so you can make absolutely any changes you need. Additionally, the source code is very heavily commented with notes about what is happening throughout the code.

How easily can I customize your products?

We've gone to great lengths to make our products incredibly easy to work with and customize. The entire source code is unencrypted and very thoroughly commented with notes about what's happening throughout the PHP code. We also provide fully commented global header/footer files and an organized CSS stylesheet.

Are future updates free?

Minor updates such as 4.1 to 4.2 are provided free of charge. These updates are released often - usually about once per month. Major updates such as 4.x to 5.x can be purchased for a small upgrade fee (usually between $25 US and $50 US) and include a massive amount of new functionality and improvements.

What are the server requirements?

For complete server requirement information, please click here.

Does the script come in any other languages?

Our products come with English only by default. However, we include all of the language used on the system in a single language pack, which makes translation very simple.

Can the script be translated into another language?

Yes, very easily! We include all of the language used on the system in a single language pack, which makes translation very simple.

How many users can your products support?

We've worked hard to make our apps an optimized, lightweight platform. The performance of the platform however is primarily dependent on the capabilities of your server. As with any web-based application, you may need to upgrade your server if your website attracts a large amount of traffic. It would also depend on the activities of your users; for example, if your users are uploading large amounts of media (photos, videos, etc.) you may need to upgrade the disk space on your server. On most shared-server plans, our apps should be able to support tens of thousands of users, while a single dedicated server can usually support upwards of one hundred thousand however we make no guarantee of performance due to the many variables involved.

Do I have to pay extra to remove any mentions of your company?

Absolutely not. Unlike other products, we do not display "StitchApps" on your website in any place that is visible to the public. We would never let our product interfere with your brand.

Sales

Is the purchase price a one-time fee or annual?

The purchase of our apps and all plugins are one-time fees and the license is valid indefinitely. We do not charge any annual fees.

How soon will I receive my download information after purchasing?

You will receive your license information very shortly after purchase, after a brief validation to prevent fraudulent orders.

Is my billing information kept private when I purchase?

Absolutely. In fact, we never see or store your billing information on our servers. Your information is processed via Paypal's secure payment gateway.

I don't have a domain yet. Can I still purchase your apps?

Yes! You can purchase now and update your registered domain name later.

What is your refund policy?

We can only provide refunds in the case that our apps cannot be properly installed on your server. This means that both you and our staff are unable to install the app properly.

I want to purchase more than five licenses. Is there a discount?

Yes. We offer substantial discounts for purchases that include more than five licenses. Please contact us and let us know how many licenses you need.

Can I get a custom quote on bulk license purchasing?

Yes, we can provide substantial discounts for multiple license purchasing. Please contact us using the contact form with information on how many licenses you're interested in purchasing and whether you are purchasing on behalf of a web development firm. We will respond promptly with a price quote.

Licensing

Is the license a one-time purchase or an annual agreement?

The purchase of our products is a one-time fee, and entitles you to the complete unencrypted source code for use on one domain.

How many licenses do I need?

Each license is valid for a single public installation of the software, regardless of domains. You are of course welcome to create a private copy for development purposes.

Do you offer an unlimited license?

We do not currently offer a license which entitles you to use our products an unlimited number of times. Each product installation requires its own license.

I found a third party selling your product licenses. Is that legal?

Our licenses are non-transferable. Our website, StitchApps.com, is the only legal source of our product licenses. By purchasing from third parties, you also risk missing out on the great support and software updates from the StitchApps team. If in doubt, please don't hesitate to contact us regarding the legitimacy of a license or to report a reseller.

Can I sell my website in the future?

Yes, you're free to sell your website but not your product license since the licenses are non-transferable. In other words, if you choose to sell your website which contains our product license on it, the new owner would need to purchase their own license. What many clients do is simply incorporate the cost of the new license in to the sale price of the website and purchase a new license on behalf of the new owner.

Installation

How do I install the product?

To install our products on your server, follow the instructions provided in the product package. All our products come with a web based installer making it an easy task to install the product.

Can your products be installed in a subdirectory or subdomain?

Absolutely! You can install our products on any location on your server.

How do I move my installation to a new server?

First, check to see if your new host provides a migration service. If they do not, you can move the installation yourself by exporting your MySQL database using cPanel or PHPMyAdmin, downloading all your app files to your computer desktop, importing your MySQL database on your new server, and uploading your app files to the new server. Remember to set the proper permissions on the new server.

How long does professional installation take?

If you've decided to add our professional installation service to your purchase, please mail us your server login details (FTP) at support@stitchapps.com. Don't forget to include your client ID. After we receive your login credentials, your installation will generally be completed within 1 business day, however it is often completed within hours.

Customization

Can I hire you guys to write custom plugins/customizations?

Absolutely, we do provide customizations to our clients. Be it development of custom modules, new design creation, or building bridges for other apps, we do it all.

What tools do you recommend for site customization?

We recommend:

File Comparison: WinMerge (for TortoiseSVN or standalone), TortoiseMerge (comes with TortoiseSVN), SourceGear DiffMerge (Mac OSX)
FTP Client: Filezilla
Revision Control: Subversion (SVN), TortoiseSVN
Telnet/SSH Client: PuTTY
Text Editor: http://www.pnotepad.org/

Some other programs and resources for finding other programs:
File Comparison: Wikipedia
Image Manipulation: Adobe Photoshop, GIMP

Support

Do I get support with my purchase?

We provide complimentary support in the form of an online ticketing system. Our excellent team of in-house support personnel are extremely knowledgeable and dedicated to providing the highest level of customer service.

What type of issues does support cover?

Our support team will assist with initial Software installation, general questions related to the script and technical errors encountered during the normal use of unmodified script. We cannot assist with a script customized from outside.

How long do I get support after purchase?

We offer complimentary support for 5 days with your purchase to help you get started. If you need extended support then we provide it for a nominal fee.

How long does it take to get a response from support?

Response times vary based on ticket volume but we do our best to respond to all tickets within several hours during business hours, or the next business day if submitted during off hours.

Can I purchase extended support?

Yes, once your support expires you can purchase extended support in blocks of 15 days for a nominal fee.

Do you offer an installation of upgrades?

We do offer an upgrade installation service, however we do NOT re-apply any customizations you've made after our installation. As part of the upgrade process, we will backup your original files to allow you to reapply your customizations after the upgrade is complete.

Miscellaneous

I love your products! Where can I write a testimonial?

We are thrilled that you're enjoying our products! If you would like to write a testimonial about how you've utilized our products for your project, please feel free to send it through our contact form. With your permission, we will publish your name, website URL, and testimonial on the StitchApps website - unless you would prefer to keep any of these items private.