Our Support Policy (For Products)

In our Support Policy, we clarify everything you should know about our support.

We recommend you to use email support for account & pre-sales related questions. We encourage you to check our documentation before submitting any support requests.

All of our products and services are tested across device and users, yet we know that sometimes you’ll get struck. We will offer our support via documentation and support ticket system.

Support Methods

We don’t offer phone, live chat, remote desktop access or social media support. We only offer email support.

Support Hours

We strive to answer all support requests within 24 hours excluding weekends and holidays. However, most of the questions will be answered within 12 hours, if it comes within our working hours. Please note that response time might be slower during weekends. And we may be located in a different time zone than yours, so that may affect the response time as well.

What Our Support Covers

We only offer support for the products that we have developed. We are more than happy to assist you with installing & making them work like we promised.

We test our products before making them available for our users, but we are humans and we make mistakes. If you find any bug in our products then please report them to us. We will fix them as soon as possible and will include them in future updates.

What Our Support Doesn’t Cover

We don’t provide third-party product support. If you’re having an issue with a third-party plugin or theme, then you should contact the product author for the support. There are 40K+ plugins in wordpress.org plugin repository alone and numerous others. It is not possible to test our products across this wide range of other products.

We also don’t provide support for older versions of our products. It’s recommended that you always use the latest version of our products, as well as of WordPress.

Customization

We don’t provide support for any sort of customizations which the product isn’t made for. In other words, we don’t provide support for anything which changes the look and functionality of our products.

We will try our best to point you in the right direction or give you our advice if we are able to do so, but we don’t take any responsibility for customization.

If you are looking for someone to customize our product for you then have to purchase one of our services.

Support Vs Customization
Support Examples

  • My site is broken. I’ve followed all the necessary steps to setup the theme, including reading the documentation available for the product but still can’t get the product to work.
  • My site does not work as advertised. I’ve set it up as directed, but for some reason, my site doesn’t look like it should.
  • My site has an obvious bug which is preventing me from using the product properly.

Customization Examples

  • How do I change an element to look or function differently than shown in the demo?
  • I would like to add or remove an element from the header, what do I do?
  • __dash__ plugin breaks my site or causes unexpected behavior.

We may amend our Support Policy from time to time, so please make sure that you’re aware of the changes.