Item Support Policy.

Last updated on July 15, 2020.

Introduction

Item support is the service provided for some product categories like Web Templates or Themes by many Authors. If support is available for an item, it will be indicated on the item page.

Before asking an Author for support, please read the documentation included with the downloaded item and any additional information available on the item pages - FAQs, Comments - many of the questions are already answered there.

What’s included in item support

  • Help with defects in the item
    Authors are expected to be available to help you with minor issues and bugs which you report to them.
  • Help with technical questions about the item
    The author is expected to be available to answer your questions about some specific features and functionality of the item and help you to understand how to fully use those functionalities.
  • Answering questions about how to use the item
    The author is expected to be available to answer your questions about how to use the item

What’s not included in item support

  • Hosting or server environment Authors are not providing support for issues with your hosting or server environment. Please contact your web hosting provider.
  • Item Installation Installation is not included in Item support. It requires some skills and knowledge of the technologies with which the items are created.
  • Item Customization Items sold “as is” and with support, service does not include customizing, extending or modifying the item beyond the functionalities stated in the item description.

Support Period, Availability & Response time

  • A supported item includes item support for 6 months from the date of purchase. You have the option to purchase extended item support up to a maximum of 12 months duration from the date of purchase.
  • During this period the Author is expected to be available to provide the item support. Response times by authors vary. Authors can also take breaks on a vacation during which they won’t be providing item support. The authors will announce their extended breaks via their profile page.
  • To respect Authors time and to be fair to them, we kindly ask you to read the item documentation included with the downloaded item before asking an Author for support, - many of the possible questions are already answered there, as well as in FAQs and comments on the items page.

Other terms

  • Version updates - are made available to the Buyers of the item, either in or out of support. Authors may provide these updates to improve the item, at their sole discretion, whenever they may decide to do so.
  • Fixing major issues - all items are supposed to work as described and be fit for the purpose they are sold. Major technical problems (including security vulnerability) with an item are expected to be fixed by the Author, even if the item is not under support. The timeline depends on complexity.