Support Policy

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WooThemes Support Policy

About this Support Policy

This Support Policy describes what support you can expect from us for the WooThemes Service.

If you have any questions about this Support Policy or do not agree with it, please contact us by clicking here before using the Website. We may amend this Support Policy from time to time, so you should check this page from time to time to ensure that you are aware of any changes that have been made. This Support Policy is effective from 1 December 2013.

By using any part of the Website or providing personal information to us, you consent to us processing your personal information as set out in this Support Policy.

Incorporation by reference

This Support Policy incorporates the following provisions (and their subordinate provisions) of the Terms by reference:

  • Interpreting these Use Terms;
  • Support Service
  • Passwords and Account Security;
  • Your Privacy;
  • Warranties;
  • Liability; and
  • Documents and notices.

The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.

The defined terms in the Supplementary Glossary in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.

Product Support Channels

We will only provide Support Services through our Helpdesk. We don’t provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.

You will need to submit a ticket using the Helpdesk in order to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them in order to assist you. Our Helpdesk tickets and information you share with us through these Helpdesk tickets are confidential. Only you and our support team will see your ticket.

You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We don’t moderate these forums and we don’t control the discussions taking place so we don’t take responsibility for or necessarily endorse the content of these discussions. Be sensible and where you are in doubt, take independent steps to verify advice you receive through the community forums before relying on it.

Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQ’s are relatively generic and may not be directly relevant to your specific query or challenge.

What Our Support Service Covers

We only support our Products. Our Support Service includes assistance with Product installations, configuration and use. Our Support Service covers Products sold by our Resellers too.

Retired themes will be supported for 6 months after the end of the retirement month. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket on our help desk.

What Our Support Service Doesn’t Cover

Our Support Service does not cover our Products supplied by 3rd Parties who are not our Resellers or 3rd Party products and services. We may require you to disable 3rd Party products which are installed alongside our Products before we will be able to assist you.

We do not give general WordPress support. Use the WP.org forums for general WordPress support.

Customisation

We provide our Products as is. We do not customise our Products or support any 3rd Party customisations of our Products. A customisation is anything that changes the way our Products look or function relative to how we make our Products available to you.

We will do our best to offer advice and direct you to the appropriate resources if you require assistance with customised Products but we don’t take responsibility or endorse any 3rd Party solutions for customised Products. 3rd Party services which some of our customers have found helpful include –

Bug Fixing

We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates.

General Information

Our general support hours are Monday to Friday, 08:30 to 17:00 (South African Standard Time, or GMT+2). Although we strive to respond to all theme queries within 24 hours, our actual response times may vary and we may well take longer to respond to more advanced or technical queries.

If you would like to contact us regarding account related issues or pre-sales questions please use our contact form. We will respond to you as soon as possible.

Supplementary glossary

  • Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network which can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;
  • Helpdesk means the Support Service interface on our Website and which accessible at http://support.woothemes.com;
  • Support Policy” means this support policy, as amended from time to time;
  • Terms” means the WooThemes Website Use Terms located at http://www.woothemes.com/terms-conditions/