Support Policy

Review the Themeix support policy and learn how we assist you after your purchase.

Introduction

At Themeix (https://themeix.com), we are committed to ensuring your satisfaction with our products. This Support Policy outlines how we provide assistance after your purchase, effective from January 01, 2017.

How to Get Support

For quick solutions, first check our “Documentation” and “Video Tutorials.” If you still need help, submit a ticket through our support portal or use our Contact form for direct assistance with bugs or errors.

Support Time

We serve customers globally and aim to respond within 48 hours, Monday to Saturday (GMT+6), excluding holidays. During peak times or weekends, response times may be longer.

Support Definition

Our support includes assistance with pre-sale questions, bug reporting, and theme installation and configuration. We also offer fixes for bugs in our products that align with the product description.

Scope of Product Support

  • Installation and configuration of themes
  • Usage and functionality guidance
  • Fixes for bugs and functionality issues
  • Support for theme setup issues matching the product description

Out-of-Scope Support

  • Major or in-depth theme customizations
  • HTML or template code changes
  • Unadvertised functionality or custom features
  • Compatibility issues with third-party plugins
  • Theme setup issues not backed up by pre-update backups
  • CMS installation and server-related services
  • Compatibility with browsers not tested (Chrome, Firefox, IE9+)
  • Support for expired license keys

Modification Support

We can assist with minor theme modifications that require 2-3 lines of code. For extensive changes, we offer basic guidance, but you may need to hire us or another developer for custom development.

Contract-Based Support

We offer support for our services based on the terms outlined in your specific contract. This service-related support applies to areas such as website maintenance, digital marketing management, or other ongoing services provided by Themeix.

The support period is defined in your contract, and during this time, you will have access to our team for help with service-related inquiries, troubleshooting, and performance monitoring. For additional or extended support, a separate agreement may be required.

Contact Us

If you have any further questions about our support policy, feel free to contact us at [email protected].