We at HeroThemes take pride in providing professional and friendly support to our customers. Our support policy below outlines what we can and can’t assist with.
Scope of Support
We provide support for all our theme and plugin products. The table below summarizes what we can and cannot assist with:
|Assistance installing and setting up the product||Happy to help ☺|
|Troubleshooting issues with the product’s built-in features and functionality||Happy to help ☺|
|Product bug fixes||Happy to help ☺|
|Compatibility with 3rd party plugins||Cannot help ☹|
|Customizing product visuals or functionality||Cannot help ☹|
|Server technical assistance & configuration||Cannot help ☹|
Support for products sold and distributed by HeroThemes.com is only available for those who have an active license. Support is provided to the original license holder and are non-transferable. We can only support the number of sites listed specified in your license.
Our support team aims to respond to queries in 12-24 hours Monday to Friday and 24-48 hours at Weekends and Holidays.
In some circumstances, we may request or be provided access to customer’s web server(s) and/or WordPress administration panel to help diagnose and address issues.
We remind customers that we cannot be held responsible for any consequences of any access granted. It remains the responsibility of the customer to ensure data integrity, availability and security. We suggest customers take appropriate backup and security measures before and after granting access.
We are committed to regularly updating our products. If you encounter a bug, please report it to our support team for them to investigate. Any security related bug is fixed immediately and an update released as soon as practicably possible.