Support Policy

This page describes how our support policy works
Pre-Sale Questions.
If you have any pre-sale questions for products please get in touch with us or use the FAQ’s section of the product page.

Average Response Time.

General support hours are Monday to Friday, 8am to 3pm (GMT+6). During this time, we can generally provide feedback on any support queries within 12 – 24 hours, whilst we will also commit to answer any queries outside of these hours within 36 hours.

Before Asking Questions.

Before asking questions within a support ticket, please be sure that you have read the documentation and item faq’s about our products.

Scope Of Support.

We do not offer support for customization or administration of WordPress itself, nor do we provide support for any 3rd party plugins or rectification of issues occurring from using said 3rd party plugins. Support focus on topics like installation and configuration of the plugin, usage of plugin features and potential bugs fix.

The Scope Of Support Includes The Following :

  • Any WordPress compatibility error arising from a fresh product install.
  • Help with functionality of our products, which is not specified in our documentation.
  • Issues with plugin setup.
  • Issues relating to a broken product functionality.
  • Functionality which does not work as advertised into the product’s description.

The Scope Of Support DO NOT Include the following :

  • Customization services or any other custom work beyond 20 mins
  • In-depth plugin customization.
  • HTML customization/template code changes.
  • Compatibility with 3rd party plugins.
  • Server diagnostics, maintenance, or any other server-related service.

Bug Fixing.

It is our commitment to fix any product’s bugs as quickly as possible after they are brought to our attention. Sometimes will also try provide a solution via the ticket/faq for smaller bug fixes, after which we will update the core product package.