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Support policies

Introduction

The Item Support Policy is regulated by Envato, the operator of the marketplaces. Please refer to this article to learn more about how item support is handled. To make it short, the following summary covers the main areas you need to know.


Product support includes

  • Responding to questions and problems regarding your purchased item and its features
  • Fixing bugs and reported issues by releasing updates regularly
  • Assistance with integration questions and incompatibility issues

Product support does not include

  • Customizations beyond the capabilities of the Item 
  • Fixing 3rd party related issues such as faulty plugins or themes that don't stick to WordPress standards or contains malfunctioning customiaztions 
  • Non-product-specific questions

We understand that most of our customers are not programmers, that is why we will also help you with issues caused by other components (plugins, themes, etc) and we will provide you instructions to help fixing problems, even if it is not directly related to our items. However, we cannot guarantee that we will be able to fix every issue caused by faulty 3rd party components.


Product support period & support extensions

By default, you receive 6 months of free product support from the date of your purchase. The support period can be extended by another 6 months if you purchase a support extension. Please note, the price of support extensions varies depending on when you purchase it. For the best price, make sure to opt-in for extended support when you purchase one of our products.


Providing product updates

We're providing lifetime product updates. Just by purchasing a product, you will receive every update (including major releases) for free for the lifetime of that product, even if your support period expired.


Average response times

  • We live in UTC+01:00 (Central European Time) time zone. Please keep in mind that we may have different daytime in our region compared to yours.
  • Usually, we will respond you within 24 hours. In some edge cases (depending on the reported issue) we might need a little more time, but we are trying to be as fast as we can.
  • We are not working on weekends, but we will try to respond you whenever we can.

Where can I get help if I received the product bundled in a theme?

Please refer to the Why do I need to verify my purchase? article.