Read the item documentation first

Many support queries and technical questions will already be answered in supporting documentation such as FAQ's and comments from previous buyers.

What's included Standart support Priority support
Time for reaction 1-5 business day 1-2 business day
Updates to ensure the item works as described and is protected against major security concerns
Discretionary version updates
Availability of the author of the item to provide item support
Technical questions about the item's built-in features, functionality and third party plugins
Assistance with reported bugs and issues
Help with included third party assets
What’s included in all item purchases
Updates to ensure the item works as described and is protected against major security concerns

Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.
In the instance that there is something wrong with the item and you are expecting an update; depending on the type of update, it can take several days/weeks to properly fix, test, review and release..

Included version updates for all items

In addition to updating an item to keep it working as described or to fix major security issues, author of all items may from time to time and at their discretion, provide other updates to improve or modify the functionality of an item or fix other minor issues. Generally authors of supported items will provide these type of updates more frequently to keep their items up to date for sale. In all instances, the new version of the item will automatically be made available to previous buyers through the Downloads page.

What's not included in item support
Item customization

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend contacting the author via formform.

Installation of the item

Buyers have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS. The author can install the product on your server for an additional fee.

Hosting, server environment, or software

Author are not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

Help from authors of included third party assets

If a supported item includes a third party asset (e.g. a plugin or slider), the author of the third party asset is not required to provide support for that asset to buyers of the supported item. Direct your questions about third party assets to the author of the item you purchased.