Product Support Policy

Product support is a service provided by various Authors on the PoshTrader Marketplace. Having support for your purchased product means that the Author will be available to you, the buyer, to sort out any potential concerns you have in using the product.

Managing buyer support requests can become quite a task for authors who sell to numerous buyers. To maintain a sustainable marketplace, we’ve set out what is and isn’t included in supported products from Marketplace.

Read the product documentation first

Many support queries and technical questions will already be answered in supporting documentation such as FAQ and comments from previous buyers. Most trading platforms and installation related questions are usually answered by the selected trading platform provider or the brokerage.

What is included in product support

The product support period

A supported product includes support for 3 months from the purchase date. During those 3 months, the Author is expected to be available to provide the product support services we’ve set out on this page. Response times by the Authors can differ depending on the number of inquiries, the characteristics of the request, and whether questions have already been answered or support has already been provided.

Product updates to ensure ongoing compatibility

As a supported product is intended to work with third-party platforms (e.g. an NT8), Authors are expected to ensure the product remains compatible if the platform version is updated. Product updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported product ensures you’re getting a product that’s backed by the Author and enables our authors to maintain their products in these ways.

Answering questions about how to use the product

Throughout the product support period, the author is expected to be available to answer your questions about the product and how to use it. For instance, how do I set “Renko bars” to look like the one in the preview? The answer to this type of question can come in various forms including directing you to an already documented response (e.g. see the tutorial or FAQs).

Answering technical questions about the product (and included third party assets)

Throughout the product support period the author is expected to be available to:

  • reply to your specific inquiries about the features and functionality of the product

  • give some guidance on the way the product is used and set up

  • help you with issues related to using the product and getting the most out of its functionality.

  • answer inquiries about third party assets or functionality (e.g. platform setup) bundled with the product, such as how they should be set up and other technical inquiries.

What is not included in product support

Product customization

Product support does not include services to modify or extend the product beyond the original features, and functionality described on the product page. For customization services that will help you tailor the product to your precise specifications, we recommend contacting the Author to consult if they offer paid customization services or check out the exceptional service provided by us.

Installation of the product

Buyers have different levels of expertise with different trading platforms and technologies and getting your product up and running can depend on many variables that are specific to your concerns. You’ll need to have a working experience of the platforms and technologies for which products are created, so product support does not include assistant to install the product on your platform. If you’re just starting, try a course or tutorial provided by the trading platform or selected brokerage.

Changes

We may change this Product Support Policy at any time by posting the amended version on the Site. Unless additional notice or consent is required by applicable laws, this will serve as your notification of these changes.

Contact information

If you have any questions or suggestions regarding product support, please contact us.

Definitions

PoshTrader (“we”, “us” or “our”): PoshTrader is a tradename of PoshTrader OÜ, which is registered as an Estonian Private Limited Company (LTD) and registered by the Centre of Registers and Information Systems under registration number 14644095

Marketplace: PoshTrader Site of Digital Goods www.poshtrader.com

User, (“Subscriber”): a person (or company) who signs up by creating an account and accepting these terms.

Author: a person or company offering products for sale on the Marketplace

Trading Platform: A trading platform is a software used for trading: opening, closing, and managing market positions through a financial intermediary such as an online broker.

Broker: A broker is an individual or firm that charges a fee or commission for executing buy and sell orders submitted by an investor. A broker also refers to the role of a firm when it acts as an agent for a customer and charges the customer a commission for its services.