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Support Policy

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This page covers up the type of Support we provide for our item. What kind of work is included and what’s excluded. Please read these carefully before purchasing any item from Themefic.

Last updated: March 1, 2024

Check the Documentation

For your convenience, each product comes with comprehensive documentation. You can access this through the documentation section on our website. We strongly encourage our valued customers to review the documentation as the first step before reaching out for support.

Support System

We kindly request that all support inquiries be directed through our website’s ticketing system to ensure a streamlined and efficient response. We provide thorough technical support exclusively through our support tickets.

  • For Free Version Users: Please open your ticket here.
  • For Pro Version Users: Please open your ticket here.
  • Please note that technical support is not available via social media, email, or live chat platforms. However, we are happy to assist with general or pre-sale questions through any preferred channels (e.g., Facebook, email, live chat, etc.).
  • Due to limited resources, we do not offer support via phone calls, Google Meet, Zoom, Microsoft Teams or similar platforms.

Support Hours

We are a small team based in Dhaka, Bangladesh (GMT+6 / CST+12).

  • For Pro users, our official support hours are 9 AM to 9 PM from Sunday to Thursday. We aim to respond to tickets submitted during these hours within 1-2 hours. Tickets received outside these hours will be addressed on the next business day. On weekends (Friday & Saturday), we provide limited support, aiming for a response within 4-8 hours.
  • For Free users, we strive to respond to inquiries within 6-24 hours, depending on the volume and nature of requests.

Support Period

The support duration depends on the package purchased, typically either Lifetime or 365 days. If you have a 365-day package, please remember to renew your support period after each cycle. While we aim to respond as quickly as possible, response times may vary depending on the volume of inquiries and the nature of requests.

What’s Included in Support

Our support services cover the following for our products:

  • Answering general questions about product usage (e.g., “How do I install the plugin?”).
  • Answering technical queries regarding the product.
  • Addressing specific questions about product features and functionality.
  • Resolving known bugs and issues related to our products.
  • Assisting with product usage issues.
  • Helping with product installation (depending on the package purchased). Our installation process is straightforward, and we provide clear documentation. If you still need assistance, please open a support ticket. Note that installation support is limited to installation; complete configuration is not included.

What’s Not Included in Support

Please note that the following is not covered under our standard support:

  • Customizing, modifying, or extending our products beyond their original features, styles, or functionality as described on the product page. If you need assistance with these services, please contact us for a separate consultation, and we will provide support for an additional fee.
  • Resolving web hosting or server-related issues. For such problems, please contact your hosting provider directly.
  • Fixing bugs or facilitating the installation of third-party assets. In these cases, please reach out to the original authors of those assets.
  • Addressing plugin conflicts with third-party plugins. If our plugin isn’t functioning correctly due to third-party interference, we may assist for an additional fee.
  • We do not offer support for products containing material that infringes copyright or promotes violence, racism, adult content, gambling, alcohol, music, vulgarity, or similar content.

What’s Included with Every Product

When you purchase a product, you will receive:

  • A minimum of 365 days or Lifetime updates, depending on your chosen package.
  • Access to clear and detailed documentation.
  • Dedicated bug-fixing support.

Bug Fixing

We encourage you to report any product bugs immediately. We are committed to resolving issues swiftly and will keep you informed through updates, support channels, or our official social media.

Updating Support Policy

Please note that this Support Policy may be updated periodically to reflect any necessary changes. All updates will be posted on this page. Themefic reserves the right to modify this policy at any time without prior notice, and we appreciate your understanding.

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