1. Please state your request or question.<\/p>\n
We will assist you, explain to you, and discuss with you. However, if you don\u2019t describe your question, but just complain about something, sorry but we cannot help you out.<\/p>\n
2. Please submit your request\/question in English. <\/p>\n
We communicate in English. It\u2019s a global business, we have customers from different countries and territories, speaking different languages. We don\u2019t have a support team with members from all over the world, English is still the general languages we use. And all the information about our products are written in English, including documentations. <\/p>\n
If you are not a native English speaker, you can use a translate tool to translate what you\u2019d like to say and send it to us.<\/p>\n
3. Please submit your request or question in a way that endeavours to be respectful and constructive.<\/p>\n
We are fond of the Ritz-Carlton principle, to be \u201cLadies and gentlemen serving ladies and gentlemen.\u201d Here are nice and hard-working people behind the products you are using. We contribute our knowledge, skills, time and energy to make great products and provide top-notched support. <\/p>\n
We have multiple products and we sell to many buyers. And we may not be living in the same timezone. Support requests are being processed on business days from 10:00 to 18:00 (UTC+10) in the order they were received. Please allow 24 to 48 hours for a response (it is often much sooner than that).<\/p>\n
And we also need to rest in weekends and holidays, enjoy some great and casual time with our family and friends. We care about the customer experience, but that doesn\u2019t mean we would say \u201cyes\u201d to every request or do nothing else but just stare at our computers\/mobiles waiting for any possible new request from our users.<\/p>\n
4. Please understand every product has (and should have) its limitation. <\/p>\n
We are not trying to make a product to be an answer to every question. Some features might be useful for one user, but will be useless for 1000 other users. At the very beginning stage of product design process, we have a lot of great ideas that the product can do, but we have to pick carefully. More features doesn\u2019t mean more success. We don\u2019t want our users get a feature-bloated product. When we include a feature in the product, it\u2019s because we should, but not because we could.<\/p>\n
Please let us finish this topic with a quote from Steve Jobs:<\/p>\n
\u201cI know you have 1000 great ideas for things that iTunes could do. And we have 1000 more. But innovation is not about saying \u201cyes\u201d to everything. It\u2019s about saying \u201cno\u201d to all but the most crucial features.\u201d<\/p>\n
5. What you can expect from our support<\/p>\n
– Assistance with reported bugs and issues
\n– Technical questions about the item\u2019s built-in features, functionality and included third party plugins
\n– Questions about how to use the item (we may direct you to an already documented response, e.g. a chapter in our documentation)
\n– Feature requests (more information please see #7)
\n– Tiny custom requests (according to Envato support policy, item customisation is not included in the support. But we may help you with tiny customizations, it depending on workload and goodwill)<\/p>\n
6. What you can not expect from our support<\/p>\n
\t– Generic WordPress questions: how to install WordPress, how to use, how to write a post\/page, how to setup menu\u2026<\/p>\n
\t– Installation of the item, hosting, server environment, or software. We have included these details in our documentation (theme installation guide and minimum requires of running the theme). But we do not provide service to install the theme on your site.<\/p>\n
\t– Web development skills, like \u201cI wrote some custom code but I ruined the whole site, how can I fix it?\u201d or \u201cI wrote some custom code but I can\u2019t get it to work as I expect, how can I get the result I want?\u201d and so on.<\/p>\n
\t– Issues related to 3rd-party plugins: issues can be fixed when deactivated a third-party plugin<\/p>\n
\t– Any customisation work out of the product\u2019s design or functionalities<\/p>\n
\t– Any freelance work\t<\/p>\n
\t– Any tickets that contain abuse or violence<\/p>\n
\t– Any tickets written in a language other than English. We only provide support in English.<\/p>\n
\t– Any tickets submitted by a user with expired support license<\/p>\n
7. You have new feature requests, and we will add them
\n\t– It\u2019s a useful and important feature for many users and our potential target users, and our team also sees it as a must-have feature. We will add it in a recent update.
\n\t– It could be a useful feature for some users. We will consider adding it in a future update. But will not take action until enough customers ask for the same feature.<\/p>\n
8. You have new feature requests, and we will not add them
\n\t– It\u2019s a customization related request (see more details here)
\n\t– It can be done by a third-party plugin
\n\t– It can be done by some features already in the product<\/p>\n
9. What you should do first
\n\t– Make sure your site is running the latest version of WordPress.
\n\t– Update to the latest versions of your themes and plugins.
\n\t– Check our\u00a0Online Documentation\u00a0and\u00a0How-to Articles\u00a0first.
\n\t– Disable any other plugins and then check if it fix the issue.
\n\t– If you still cannot find a solution, please submit a support ticket<\/p>\n
10. Opening Support Ticket<\/p>\n
When submit your support request, please include following information as many details as possible:
\n\t\u2022\tYour website URL
\n\t\u2022\tWhich version of the product you are using
\n\t\u2022\tDetailed description of the issue or the question
\n\t\u2022\tScreenshots of the problem
\n\t\u2022\tAny notices or error messages
\n\t\u2022\tAny other information that you find useful
\n\t\u2022\tAnd please provide all the information in English<\/p>\n
11. Who can get our support, and where to get support<\/p>\n
Our support is provided only for our product buyers. While applying at our Help Centre you will be asked to provide valid purchase code of our products. (or change to: you will need a valid account on ThemeForest with valid purchase code of our products). And your license must be in a valid support period. (more information about support period, extend support when it\u2019s expired)<\/p>\n
We only provide support via our Help Center (ticksy.com\/\u2026). Questions sent using other channels may be ignored without notice.<\/p>\n
According to Envato Support policy, we may not provide support to some requests. And we keep rights not to provide support due to abuse or any other reasons that are against our support policy (this one you are reading) and\/or Envato Support policy.<\/p>\n
12. We will not provide item customization service<\/p>\n
Item Customization is not included in the item support according to Envato Support Policy ( https:\/\/themeforest.net\/page\/item_support_policy#whats-not-included-item-support )<\/p>\n
What request is related to item customisation?
\n\t– Modify or extend the item beyond the original features, style and functionality described on the item page.
\n\t– It will help you tailor the item to your specific requirements.<\/p>\n
For example:<\/p>\n
\t– I think the features slider on the homepage is too high for my site. I want to reduce its height to xx.
\n\t– The post images is in rectangle shape. How can I change them into rounded corner?<\/p>\n
When we will see a feature request as reasonable enough so we will add it in an update? For example:<\/p>\n
\t– Each post on my site has many categories meta. Is it possible to hide the categories meta of posts on the homepage? Now it looks really overloaded and messes up the clean layout. <\/p>\n
\t– I\u2019d like to show tag description and tag image on tag archive pages like what I can do for categories. Could you please add the feature in an update?<\/p>\n
When you need help with item customization, we recommend hire a developer to do the customization\u00a0work for you. And you can check\u00a0Envato Studio\u00a0– there are many developers providing theme customization\u00a0service. You can search with keywords “Theme Customization” to find the suitable developers for your project.<\/p>\n
13. If you don\u2019t agree with us.<\/p>\n
If you don\u2019t agree with our policy, we won\u2019t take it personally, but it means that our team philosophy\/product\/service might not be for you.<\/p>\n
We won\u2019t argue with you. \u201cArgue\u201d means you and us have different opinions about one thing and we both try to persuade or get the other person to believe that what you (or us) are saying it true. The purpose of us arguing with each other to prove that you (or we) are right. It\u2019s meaningless and it\u2019s a waste of time.<\/p>\n
If you are not satisfied with our product\/service, you might like to ask for a refund and stop being our customer. Please check Envato Customer Refund Policy ( https:\/\/codecanyon.net\/page\/customer_refund_policy ) and follow their policy to see if your situation is refundable.<\/p>\n
14. The Conclusion<\/p>\n
As said in Envato support policy, \u201cwe believe an author\u2019s time is best spent using their amazing creative and technical skills to build great new items and keep their existing times up-to-date.\u201d ( https:\/\/themeforest.net\/page\/item_support_policy#fair-use ) <\/p>\n
We believe so too. That\u2019s why we strive to provide detailed documentation, helpful how-to articles, FAQs, and this policy, to save both time of yours and ours. <\/p>\n","protected":false},"excerpt":{"rendered":"
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