This Support Policy describes what support you can expect from us in regards to our products (WordPress themes) and services. Please check our Terms and Conditions (“Terms”)
We only provide support services through our support forum or through direct email to firstname.lastname@example.org. We encourage you to check theme documentation before submitting any support requests.
Please note, we do not provide support through any other any other email address associated with Scissor Themes, live chat, Facebook, Twitter or over the phone at this time.
Our general support hours are Monday to Friday. We will try our best to respond to all queries within 24 hours, but our actual response times may vary and sometimes it may take longer to get back to more advanced or technical queries. Support is limited on weekends and holidays.
SUBMITTING A SUPPORT REQUEST
When you submit a support request through the support form, please keep in mind the following:
What is covered under support: We will help you with any issues you have with the setup, configuration, and use of the theme. Will resolve any bugs that you may stumble upon in a timely manner and suggest solutions to any specific problems you may face.
We may need your website login details: Our support staff may ask you to send a username and password to log into your WordPress website running our theme so they can diagnose the problem and assist you. Any information that you share with us, including the login information, is completely confidential and will only be visible to you and the support staff. However, we do suggest that you create a new username for the support services and then remove it after your issue has been resolved.
You will need an active license to gain access support services: If your license is inactive, unfortunately we will not be able to help you. The issue you may be facing may have been fixed in a theme update and based on our Terms and Support Policy, the theme updates are only available to members with an active license. You may renew your license by contacting us.
What Our Support Doesn’t Cover?
We don’t offer support for third-party themes, scripts or plugins. If you’re having an issue with a third-party product, then we recommend you to contact the product author for the support.
The theme support also doesn’t cover custom development or customization. So if you have made changes to the theme, we will be limited to supporting the product that was not modified and cannot advise you on the modifications made.
Also, if we cover specific customizations to the theme for you, they will not be covered under our support policy.
Our support doesn’t include custom development or customization. If your theme doesn’t meet your requirement, feel free to contact us for customization via Customisation Service page.
Please note that we reserve the right to edit this document, so please check back regularly to ensure that you are aware of and agree to any changes. This Support Policy is effective from March 2, 2017.