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What's included in item support?
The item support period :
A supported item includes item support for 6 months from the purchase date. During those 6 months, we will be available to provide the item support services we’ve set out on this page.Response time :
Our response may take up-to 2 business days or higher in some cases. We close tickets with no reply from customers for 72 hours. Our working days are Sunday to Thursday.Answering questions about how to use the item :
During the item support period, we will be available to answer your general questions about the item and how to use it. For example, how do I create a user and assign him a subscription package manually? The response to this type of question can come in various formats including directing you to an already documented response.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),we will 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 us. -
What's not included in item support?
Item customization :
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 hiring yourself as an expert in that field. Please be informed that we do not provide any customized services and we will not provide support for any customized item even if it is supported.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 sup does notport include help to install the item on your server. However we do provide paid installation & Facebook app submission services.Hosting, server environment, or software :
We are not required to support issues about your web hosting or server environment, or issues with the software you've 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. -
No support scenario
We will not provide support in situations like the following:
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1. No support will be provided if corresponding purchase code is not attached with the ticket.
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2. We do not offer any kind of support after the expiration of the support period.
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3. We will not provide any support for an deleted item even if it has a valid support claim.
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4. Our items may use 3rd party APIs like Facebook, Instagram, Google but please be informed that we are in no way affiliated with or authorized, maintained, sponsored or endorsed by any API providing organization like Facebook, Instagram, Google or any of its affiliates or subsidiaries. So, we can not resolve any issue originated by API providing organizations unless they resolve it.
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Support Ticket
If a buyer is eligible to get support then he/she must open a support ticket for the particular product.