Support Policy

Many support queries and technical questions will already be answered in the supporting documentation.  Always check the included documentation before opening a support ticket. If you can’t find the answer you’re looking for then consider contacting us via our support forum.

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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

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However, item support does not include:

• Customization services
• Installation services

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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.

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.

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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).

Get help in our support forum