Once the software is delivered, you may still run into questions or issues while operating your store. This license already includes 5 web chat/email support incidents for Free. Additional web chat/email/phone support is available. An incident is defined as a single question that needs an answer or a single issue that has an adverse effect on the operation of your web site. Our support team can respond to your requests during normal business hours from 9:00 am to 5:00 pm Mon-Fri. If an issue requires code changes, it may take 8 to 24 business hours to get resolved.