Support Policy

We take pride in providing professional and friendly support to our customers. Our support policy below outlines what we can and can’t assist with.

Scope of Support:

We provide support for all our theme and plugin products. The table below summarizes what we can and cannot assist with:

Case Support Eligibility
Assistance installing and setting up the product ✔ Supported Case
Technical questions about the product’s built-in features and functionality ✔ Supported Case
Product bug fixes ✔ Supported Case
Compatibility with 3rd party plugins ✖ Not Supported
Customizing product visuals or functionality ✖ Not Supported
Server technical assistance & configuration ✖ Not Supported

Support Channels:

We only provide text-based support through our official website.

The premium support page is only accessible by members. For visitors and free users, please use the public contact page that you found on our website.

For members, please make sure to use the same email as the one that you have used during your registration when asking for support.

Support Hours:

Our support team aims to respond to queries during our operational working hours which are 8 hours a day from Monday to Friday from 10:00 AM to 6:00 PM (GMT+8).

Server Access:

In some circumstances, we may request or be provided access to customer’s web server(s) and/or WordPress administration panel to help diagnose and address issues.

We remind customers that we cannot be held responsible for any consequences of any access granted. It remains the responsibility of the customer to ensure data integrity, availability and security. We suggest customers take appropriate backup and security measures before and after granting access.

Bug Fixing:

We are committed to regularly updating our products. If you encounter a bug, please report it to our support team for them to investigate. Any security related bug is fixed immediately and an update released as soon as practicably possible.