Support Period FAQs For Customers
You can read the why for Support Periods here: https://autotroph.com/we-built-this-together-now-we-need-to-fix-it
What is a Support Period? A Support Period is a 12-month guarantee that the product you purchased will be supported, maintained, and improved by the creator. Superhive backs this up as a platform requirement for any product that participates.
Is this a subscription? No. A Support Period is not a subscription. You own what you buy. There are no recurring charges, no automatic renewals, and your access is never revoked when a Support Period ends.
What happens when my Support Period ends? You keep everything. All files and updates made during your Support Period remain yours permanently. The only thing that ends is the creator's obligation to continue supporting and updating the product.
Can I extend my Support Period? Yes, if the creator continues to improve the product you can choose to purchase a new Support Period at a discount off the current price. You are never required to do so.
How much does extending cost? Creators set their own Support Period discounts from a range of options.
I purchased a product before Support Periods launched. Am I affected? Your existing access is completely unaffected. However, creators may reach out with special offers to move you onto a Support Period voluntarily. These are entirely optional, you will never be required to purchase a Support Period for something you already own.
How will I know if a product has a Support Period? Every product on Superhive will clearly indicate whether it includes a Support Period or is sold "as is." You will always know what you're buying before you purchase.
What does "as is" mean? Products sold "as is" do not include a guarantee of support or updates. The creator may still choose to update them, but there is no obligation to do so.
What if a product I bought "as is" breaks with a new version of Blender? Unfortunately there is no guarantee of compatibility for "as is" products. If ongoing compatibility matters to you, look for products that include a Support Period.
What if the creator fails to meet their support obligation? Superhive holds creators accountable to their Support Period commitment. Creators that fail to meet their obligation risk removal from the marketplace. If you believe a creator isn't meeting their obligation, please contact our support team.
What if I want a refund? Our refund policy applies as normal. Please contact our support team if you have a concern about a specific purchase.