Magento is complex and a Magento checkout is equally complex. Because of this, we need to be very strict in our support effort. The support we offer covers the Loki Checkout only. But to know if an issue is specific to the Loki Checkout or not, is a challenge. These hints will help.
Some issues are simply really specific to the Loki Checkout: Issues that arise from the Loki Components architecture, the specific Alpine.js architecture, bugs caused by our code, etcetera. Some other issues are harder to isolate: For instance, if an error occurs leading to stock handling or broken images, is it the Loki Checkout to blame or not?
A simple step we often ask you to do, is to duplicate the issue in another environment - with and/or without the Loki Checkout. If the problem is specific to one environment, it could suggest that other modules play a role as well. Likewise, if the problem is duplicated in a different checkout - like the Luma checkout - it is not a specific Loki Checkout problem.
When you ask us to troubleshoot an issue, we first try to isolate the issue first. If we then believe that the issue is not Loki Checkout specific, we will communicate this back to you. If you then persist in the claim that the Loki Checkout is to be blamed, we will continue our support.
However, if in the end, the problem was not related to the Loki Checkout at all, additional charges will apply for our non-checkout-related support time. In general, we charge 125 Euro per hour for this.