Support Policy

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WooThemes Support Policy

About this Support Policy

This Support Policy describes what support you can expect from us in regards to WooThemes Service.

If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. 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 it 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
  • 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 only provide Support Services through our Helpdesk. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, live chat, Facebook, Twitter or over the phone) at this time.

You need to submit a ticket using the Helpdesk 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 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 do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify advice you receive through 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 FAQs 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 official Resellers.

Retired themes are supported until your subscription expires. 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 at our Helpdesk.

What Our Support Service Does Not Cover

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

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

Customization

We provide our Products as is. We do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.

We do our best to offer advice and direct you to appropriate resources if you require assistance with customized Products but we do not take responsibility or endorse Third Party solutions for customized Products. Third Party services that some 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 to 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 queries within 24 hours, our actual response times may vary and we may 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, 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 that 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, 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/