SUPPORT POLICY

We strictly follow the support rules defined by Envato here.

AppsCreo offers our products “as is”, with no implied meaning that they will function exactly as you wish or with all 3rd party components and plugins. AppsCreo shall not be held liable for not responding to support tickets within 72 hours. Furthermore AppsCreo hold the right and will not be liable for not replying to a support ticket. AppsCreo hold the right to withdraw support from a customer at any point without customer consent.

Item support includes

  • Availability of the author to answer questions
  • Answering technical questions about item’s features
  • Assistance with reported bugs and issues
  • Help with included 3rd party assets included in the product

Item support does not include

  • Customization services
  • Installation services

We offer customization and installation services. Contact us for an offer and quote.

1. What’s included in item support

1.1. 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.

After the expiration of the support period, you will continue to receive automatic plugin updates and use the product (you get it with lifetime, free of recurring fees license). You can also receive help with bugs. But providing detailed support, answering questions and assistance for topics that have a written guide (knowledge base, blog, academy), assistance in configuration of design (modifying design) is up to sole discretion of AppsCreo. Customers without active support may receive delayed replies to the questions they have posted inside the support system.

If you need fast and accurate support for the plugin, ensure that the time of post you have active support package running. If your support is expired but you need emergency help to consider buying a support extension or a new license.
Purchase support extension or a new license.

1.2. 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).

1.3. 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.

1.4. 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.

1.5. 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.

2. What’s not included in item support

2.1. 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 contacting the author to see if they privately offer paid customisation services or checking out the great service providers on Envato Studio.

2.2. 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. If you’re just starting out or skilling up, try a course or tutorial on Envato Tuts+. If you’re after installation services, you can ask the authors if they privately offer paid installation services or you can check out service providers on Envato Studio.

2.3. 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.

2.4. Help from authors of included third party assets (you receive our product bundled in another product – for example WordPress theme)

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. AppsCreo does not provide support for bundled versions of plugin – read more at Envato Terms. If you wish to receive a top-level support for our products than you can proceed to purchase a direct license and enjoy all direct customer benefits.

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