Support policy

Product Support Duration

1. Upon purchase, all supported products are eligible for assistance for 6 months from the purchase date. During this period, the company will provide support and resolve issues related to the product as specified in these Terms.

2. Customers may extend the support period up to a maximum of 12 months from the purchase date by purchasing additional support time.

Support Scope

1. Updates: The company will provide updates to ensure the product functions as described and is safeguarded against significant security concerns.

2. Optional version updates: Release optional version updates to enhance product features or address minor issues.

3. Readiness to provide support: The company is always ready to offer support for the product during the support period. However, response times may vary depending on the volume of support requests, the nature of the requests, and whether the inquiry has been previously addressed or supported.

4. FAQs or Documentation: Links to relevant documentation will be provided to customers for self-service information gathering.

5. Technical questions: The company will assist with technical queries related to available features, functionalities, and third-party plugin integrations.

6. Bug fixes: The company will address reported bugs and issues related to product functionality and, where appropriate, provide direct bug fixes to customers during the support period.

7. Third-Party asset support: Assistance and guidance regarding the use of third-party assets included in the product, such as image sliders, contact forms, or bundled plugins, will be provided.

Outside the Support Scope

1. Product customization: Support does not cover services to modify or extend the product beyond its original features, design, and functionality. For customization services, customers should contact the company to inquire about separate, fee-based custom services.

2. Installation: Support does not include assisting with product installation on the customer's server or CMS. Customers are responsible for understanding how to use the necessary software and technology platforms. The company offers separate, fee-based installation services upon request.

3. Hosting, Server Environment, and Software: The company is not responsible for supporting issues related to web hosting services, server environments, or other software installed on the customer's system.

Resource Usage

1. Instructional documentation: Before requesting support, customers should consult the product's instructional documentation, including FAQs and feedback from previous buyers, as many common questions and technical inquiries may already be addressed there.

2. Response time: Efforts are made to respond to support requests as quickly as possible. However, response times may vary depending on the number of requests and the complexity of the inquiries. Response times may be longer during holiday periods.

3. Support channels: Support will be provided through the company's designated support channels, such as a ticket system or community forums.