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Support Policy

General

The purpose of our Support Forum is to provide you with the right answers at the right time. We always want our valued customers to experience not only quality products but also best services possible and we really want to become your Wordpress pal. Our support is provided only for direct product buyers who own valid purchase code of the products (you cannot register in our support forum without the valid code or purchase code of theme from another author). Our Support Forum is the only official support channel. Questions sent using other channels may be ignored without notice.

Pre-Support Actions

Before asking any questions, please make sure you have read the documentation and searched in our Support forum, as some of the questions may be already covered there. Also, please read our Support Scope carefully before submitting any question:

What You Can Expect From Our Support?

There are certain things that you can expect from our Support forum:

  • We always have bug-related and technical support in priority
  • We are happy to receive proposals and ideas
  • Tiny custom requests can be served (low priority, depending on workload and good will)

What You Can Not Expect From Our Support?

There are certain things that are out of scope and will not be handled by our team:

  • Generic Wordpress questions
  • Issues related to 3rd party modules
  • Customization requests
  • Any tickets that contain abuse or violence
  • Requests from indirect purchases

Opening Support Thread

In order to get response in reasonable time we are kindly asking you to provide following information while opening support ticket:

  • Your website URL and credentials information
  • Detailed description of actions taken before issue
  • Screenshots of the problem
  • Any other information that you find useful

All private information will be sent via private message in support forum or via email for security reason and will not be provided to any third party