THEMECOMPLETE LTD Support Policy
Last Updated on 2018-03-19
Thank you for purchasing one of our premium products. In order for you to get the most out of our support forum and make your experience better, we would like to advise you to read through this Support Policy so that any product-related issues are solved in a timely and efficient manner.
1. Why we provide support
Support is not compulsory for Envato authors, but we’re providing it for FREE as a good will gesture in order for you to get the most out of our premium products.
2. Before asking questions
Before asking questions within the support forums, please be sure that you have read the file documentation which came packaged with your download. The documentation covers installation, usage, and often answers the vast majority of questions.
Additionally, you may also use the search feature on our Forum to look up for possibly similar questions that you have in mind.
3. Where Can You Get Support
We are providing support only via our online support forum. Any other request for support, including contact via Facebook or direct email, may take longer in order to be processed.
In order for you to get support we might require personal information for the affected site including an administrator account and a ftp account.
WE CANNOT TAKE ANY RESPONSIBILITY FOR DAMAGES CAUSED BY CRUCIAL INFORMATION LEAKS. So we highly recommend you to change your administrator and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.
4. What we support
Support covers setting up the product, using its features, help with any bugs or related issues and anything else that doesn’t work correctly or as advertised.
5. What we cannot support
We cannot help you with:
WordPress general support/howto’s (please, use wordpress.org forums for that);
New features implementation and extending product functionality;
Product modifications and customization;
Complex individual server-side issues;
Third-party plugins and any other things that are not related to our products directly;
Custom CSS modifications
6. Customization and 3rd Party Plugins
Support does not cover customization and 3rd party plugins unless otherwise explicitly stated in the item description or documentation. If you require a certain customization it is best if you outsource it to a developer.
7. Support hours
We are usually online around 0090-2200 GMT+3. Please note that while we always strive to answer your questions as soon as humanly possible, sometimes we are not able to do so for whatever reasons and we ask you to be patient during these times.
Thanks again for purchasing our products, and see you in the forum!
8. Modification of policy
We reserve the right, at our sole discretion, to modify, replace, remove, or add to the Support Policy at any time. If we feel the modifications are material, we will notify you by posting an announcement on the site or by email. Your continued use of any Services after new and/or revised Policy are effective indicates that you have read, understood, and agreed to the Support Policy.