Thank you for purchasing from our range of products. It is with great pride we welcome all of you and look forward to providing seamless support and help you in the best possible way.
This support policy outlines the level of support you can expect from our Customer Delight team. Feel free to reach out to us if you have any questions or concerns regarding the policy.
What Our Support Covers
We provide support for products purchased from our respective product websites. We are happy to assist you with any general questions related to our products, installation, and usage.
We highly recommend that you refer to our respective products’ knowledge base before opening a ticket with us as we may have already answered your question.
We are always happy to provide support if you have an active license, but we ask that you ensure you have the latest version of products at all times.
Our support covers bug fixes that are reported to us. We always aim to get them resolved as soon as possible. In some cases we provide a temporary solution until we release an update or a quick fix, in a minor or major update as per our schedule.
If you are sure that you have found a bug or are facing an issue, please ensure you follow our troubleshooting steps before opening a ticket with us.
We will most likely ask you to perform those steps before we file a bug report with our developers. Also, we may request you to outline the steps so we can reproduce the issue as they ensure faster resolution.
What Our Support Doesn’t Cover
We do not provide support for any third-party services, plugins, or help in setting up the parent page builders over which our addons work.
Although we are happy to answer your queries in relation to WordPress, page builders and our products to some extent, we do not provide full-fledged support for WordPress, page builders, or any customizations.
All our products can be used as provided on the repository or our store. We cannot provide any kind of help with customizations of our products that includes any custom code.
If you are in need of customization you can hire a freelancer or developer who can guide you.
Our themes and plugins work out of the box with other page builders as we follow the latest coding standards outlined by WordPress. That said, it is impossible for us to test continually with all of them.
We recommend you to try it in your local environment. If you find any issues feel free to reach out to us so that we can help.
How Do We Offer Support?
We offer support through our respective website’s Support Portals.
You need a valid and active license to open a Pro ticket. We do not provide phone or tele-conference support. Also, we do not provide official support through our blogs, social media channels like YouTube, Twitter, etc.
We take extra care to keep our users’ data safe and secure at all times and all the relevant information regarding the ticket is only accessible to the user and our Customer Delight team.
We encourage our users to elaborate queries as much as possible and not ask more than 2 queries per ticket. If you have more queries, please open a new ticket per query with a relevant subject. This will ensure we respond quickly to all of them.
Support Availability
We have a passionate team of Customer Delight experts who strive to respond to your queries as quickly as possible.
| Free | Premium | |
| Response time | Normal, within 2 – 3 days | Faster, within 24 hours |
| Availability | 5 days (Monday – Friday) | 7 days |
| Support type | Basic support | Full product support |
| Support access | With free product | With paid product |
Free users can access basic support for core product features Monday to Friday. Average response time 2 – 3 days.
Premium customers get full product support as part of the license, available 7 days a week. Average response time 24 hours.