This Support Policy describes what support you can expect from us for the Theme Fusions theme. If you have any questions about this Support Policy or do not agree with it, please contact us before using the Website or the Theme Fusions theme.
We may amend this support policy occasionally, so you should check this page from time to time to ensure that you are aware of any changes that have been made. This Support Policy is effective from the 7th April 2020.
Read the item documentation first
Many support queries and technical questions will already be answered in supporting documentation such as FAQ’s and comments from previous buyers. We also make sure that all of the items sold on Theme Fusions Market have documentation included so always check the included information and if you can’t find the answer you’re looking for then consider whether the author might be able to help.
What’s included in support
The item support period
A supported item includes item support for 6 months from the purchase date. During those 6 months, the author is expected to be available to provide the item support services we’ve set out on this page. Response times by authors can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided (see ‘fair-use’ later on).
If you’re about to purchase the item, you’ll have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.
Answering questions about how to use the item
During the item support period, the author is expected to be available to answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).
Answering technical questions about the item (and included third party assets)
During the item support period the author is expected to be available to:
- Answer your specific questions about the features and functionality of the item
- Provide some guidance on the way the item is designed
- Help you with issues related to using the item and getting the most value out of its functionality.
- Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.
Help with defects in the item or included third party assets
During the item support period, you can report and discuss bugs and minor item defects with the author, and authors are expected to be available to assist you with reported bugs. If appropriate, authors may issue bug fixes directly to you as part of item support. (If an author decides to address a bug fix through a general version update, that update will be available to all buyers.)
A supported item may include third party functionality or items from other authors such as plugins, image sliders or contact forms. During the item support period, the author is expected to be available to assist with questions about third party assets, and to either help you to address particular issues with the third party asset or direct you to where you can find the solution.
Item updates to ensure ongoing compatibility and to resolve security vulnerabilities
If a supported item includes a third party asset (e.g., a plugin), or is intended to work with third party software or platforms (e.g. a CMS), authors are expected to ensure the item remains compatible if the software or platform version is updated. This includes if the third party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by the author, and enables our authors to maintain their items in these ways.
Please note that free support is ONLY provided by submitting a new support ticket on our website and not via any other method.
What’s not included in support
Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend contacting the author to see if they privately offer paid customization services
Installation of the item
Buyers have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS.
Hosting, server environment, or software
Authors are not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.
Help from authors of included third party assets
If a supported item includes a third party asset (e.g. a plugin or slider), the author of the third party asset is not required to provide support for that asset to buyers of the supported item. Direct your questions about third party assets to the author of the item you purchased.
Support for users who purchase an extension(s) or bundle
Customers who purchase an extension(s) or bundle will be given support for the extension(s) via the our email ticketing system. When creating a support ticket, the user is required to enter the license code for the extension in the form.
The support that is provided for an extension is only given to questions that are directly related to the extension. Whilst we respond to extension questions before questions from free users, purchasing an extension does not entitle the customer to a higher level of support. Support for paid extensions is subject to the same conditions for free users (e.g no support at weekend, no custom work etc).
Our official support hours are between 9AM and 5PM (GMT+6) Saturday– Thursday.
Estimated response time (free support)
For users who are looking for free support we aim to respond to new tickets within 24 hours (Saturday– Thursday). Please note this is only an estimate and our actual response times may vary depending on support load and we may well take longer to respond to more advanced or technical queries.
We provide customization services for our products and for any 3rd Party customizations of our products. if you need any customization services click here or get in touch with WordPress developers on our site.