Support Policy

Our terms and conditions of support

Introduction

Our free support is available for all our themes and includes:

  • The technical assistance (12 months starting from when a product is purchased)
  • Product updates (12 months starting from when a product is purchased)

Our Channels

We provide support only via our Knowledgebase and Ticket System.
Every support request is assigned a unique ticket number which you can use to track the progress and responses online.
For your reference we provide complete archives and history of all your support requests.
We do not provide product support via e-mail, Facebook or other channels.
Use our pre-sale contact page for every request or doubt before purchasing.

Speed of support

We generally provide feedback on any support queries within a few hours, at most 2 business days.
Anyway in case of a long queue or if we are busy it may take longer.

Definition of support

We provide free support only for our products and not for general support about platform system and only for a not modified product abd/or core platform system.

We do NOT support third party plugins; anyway we check if our code can cause your problem.

Product installation (paid service)

Our installation service includes:

  • Theme installation
  • Configuration settings (to look the same as our demo)

Our theme installation service does not include:

  • Software installation
  • Population of the database
  • Store inventory
  • Taxes
  • Shipping or payment methods.

Theme installation on existing stores requires a compatibility test.
Use our pre-sale form to get a quote.

Modification and Customization

If you request a modification which only requires a few lines of code, we will assist you.
If your request is beyond our level of free support, we write to you to let you check our solutions and rates.
Anyway if we are busy, we are forced to decline or postpone your request.

Request our support

Open a Ticket If you use our products and you’re in trouble.
Check Ticket Status We provide history of all your requests.
Knowledge Base Find answers to common questions and troubles.

Knowledge Base

Our Knowledge Base is designed to allow people to retrieve information quickly.

General Questions Common or pre-sale general questions about our products.
Technical Questions Information on common technical questions.
Changelog – Bug Fixes The complete list of known bugs fixed and improvements.

Respect for your privacy is our priority

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