What kind of support do you provide when purchasing a theme or a plugin ?
As a pro user, you can open a ticket in the support helpdesk, our support team is here to help you.
Users satisfaction is our #1 objective, we'll do our best to ensure that you're happy with our product. That's why we keep an history of all reported issues, and we use it in a continuous improvement process of our product and knowledge base.
When you purchase one of our product, you can get basic product support from our team as long as your your activaton key is valid. If you wish to get support after one year, you must renew your activation key, or subscribe to one of our premium support plan.
Support is given up by email from our support page. Our support team uses a powerful support ticketing system to ensure that your problem is rapidly addressed by the right person.
What covers the basic support coming with your purchase ?
As per our terms of sales, our basic support covers immediate issues with our themes and plugins :
- We will provide guidelines if you need help on how to install our WordPress products.
- We will help you if you need assistance on how to use of the customizer options of your theme.
- We will fix bugs between our themes or plugins and WordPress, if the version of WordPress is still supported. Themes and plugins from other developers or companies won’t qualify for our support.
We provide support for the Press Customizr products exclusively. Any questions regarding other themes or plugins, or issues related to your hosting provider, won't qualify to our support policy.
What is not covered by the basic support ?
The basic support does not include customization services like :
- installing your theme or plugin on your server,
- reviewing or fix errors in a custom code (php, css, javascript, …) that you wish to include in your theme,
- developing custom code snippets, or adapt already existing code snippets, to customize your site,
- doing a performance optimizations, or a SEO audit of your website,
- fixing a compatibility problem with a plugin or theme from another company,
If you need in depth support not covered by the basic support, you can request a Premium Support Job.
Time to answer
We will attempt to answer your questions as soon as possible, typically within the next 24 hours following your request. Our average time to answer is currently about 6-7 hours. During week-ends and specific holidays period like new year, it might be a little bit longer but it won’t exceed 24-72 hours for a response.
Some very specific questions may take several days to be responded to, simply because the question asked may request us to conduct additional testings and researchs.