Support policy (updated on Jan 26, 2015)

Updated on Mar 26, 2014 in General discussion
0 on Mar 22, 2014

This Support Policy describes how we provide our support service to you after your purchase. If you have any questions or do not agree with any points, please contact us here.

This Support Policy can be changed through time, so you should check this page from time to time for any possible changes that have been made. Any major changes will be covered in our blog.

This Support Policy is effective from August 8th, 2014.

1. Support channels

We provide all product documentation and guidelines in our Help Desk and it should be the first place the Customers need to go to when having any difficulties using EngineThemes’ products.

The main channels where we provide support are the official Forums and email address Customers can use the Tickets System to request for support right in the forums and our staffs usually respond within 24 hours. For difficult technical issues, the respond time may vary and require more time to process.

Also, please do not ever send your information through other communication channels such as Skype or private emails. Being our customer, you will receive our official support and updates for 12 months from the date of purchase, you don’t need to pay any extra fee during this available time.

2. Support time

We are located in Vietnam (GMT+7) and our support hours are from 8AM to 5:30PM on Monday to Friday and 8AM to 12PM on Saturday.

We always want to provide our support to you as quickly as possible. However, we understand that, to achieve that goal, we also need to balance our work and life. Usually, your case should be answered within 24 hours, but it may take more time in weekends.

3. What we cover

You have our official support for all existing features in our products as is, set up in a clean WordPress site, without any plugins activated.

Since we provide a frequent update routine for our products, all bug fixes are covered in those maintenance releases. However, we also provide hot-fix versions for critical bugs as soon as possible after they are reported.

4. Customization requests

The below cases are supported with guidelines to implement in a child theme:

    • Minor layout changes such as: color, background, font, etc.
    • Minor changes in theme functions that don’t require heavy modification on our core products.

In case your requests require lots of modifications to the products, we will try our best to help by giving you a list of files related to each request. You can then make the modifications yourself or hire a freelance developer to do it for you.

5. What we don’t cover

Implementing major customization requests are out of our support scope. If you found yourself struggling too much when modifying our products to achieve your goals, maybe our products are not suitable for your business.

However, you can always post your ideas in our forums if you think they should be included in the products. We read every single idea and will consider adding the necessary features into our future plan.

We don’t provide any support if the Customer gets our products from a 3rd Party or illegal resellers. We also don’t provide support for 3rd Parties’ products and may request you to deactivate them before we can help you.

We don’t provide support for general WordPress issues. You can visit forums instead to find a proper solution.

6. For non-customers

We reply to all presale questions about our product features and the way they work to help you clear of any confusion before making a purchase.

Other forum threads related to theme modification or support requests won’t be resolved if you are not a customer.

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