Item Support Policy
Item support is a service provided by Adveits Store. Having support for your purchased item means that we will be available to you, the buyer, to iron-out any potential issues you have in using the item.
|What’s included||Supported item – 6 months support from purchase with options to extend||All items|
|Updates to ensure the item works as described|
|Providing a support|
|Technical questions about the item|
|Assistance with reported bugs and issues|
|Help with included third party assets (e.g. image sliders, contact forms)|
To maintain a sustainable marketplace we’ve set out what is and isn’t included in supported items from Adveits Store.
Read the item documentation first
Many help inquiries and specialized inquiries will as of now be replied in supporting documentation, for example, FAQ’s and remarks from past purchasers. We additionally ensure that the entirety of the things sold on Adveits Store have documentation included so consistently check the included data and on the off chance that you can’t discover the appropriate response you’re searching for, at that point consider whether the creator may have the option to help.
What’s included in item support
The item support period
A supported item includes item support for 6 months from the purchase date. During those 6 months, we provide the item support services we’ve set out on this page. Response times can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided (see ‘fair-use’ later on). If you’re about to purchase the item, you’ll have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.
Answering questions about how to use the item
During the item support period, we answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).
Answering technical questions about the item (and included third party assets)
During the item support period we:
- Answer your specific questions about the features and functionality of the item;
- Provide some guidance on the way the item is designed;
- Help you with issues related to using the item and getting the most value out of its functionality;
- Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.
Help with defects in the item or included third party assets
During the thing bolster period, you can report and talk about bugs and minor things with the creator, and creators are relied upon to be accessible to help you with detailed bugs. On the off chance that fitting, creators may give bug fixes straightforwardly to you as a component of thing support. (In the event that a creator chooses to address a bug fix through a general adaptation update, that update will be accessible to all purchasers.) An upheld thing may incorporate outsider usefulness or things from different creators, for example, modules, picture sliders or contact structures. During the thing bolster period, the creator is relied upon to be accessible to help with inquiries concerning outsider resources, and to either assist you with addressing specific issues with the outsider resource or direct you to where you can discover the arrangement.
Item updates to ensure ongoing compatibility and to resolve security vulnerabilities
If a supported item includes a third party asset (e.g., a plugin), or is intended to work with third party software or platforms (e.g. a CMS), we ensure the item remains compatible if the software or platform version is updated. This includes if the third party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by us, and enables us to maintain items in these ways.
What’s not included in item support
Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page.
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.
Hosting, server environment, or software
We 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 about 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 us of the item you purchased.
What’s included in all item purchases
Updates to ensure the item works as described and is protected against major security concerns
All items on Adveits Store should work as described by us (in the preview, screenshots, item description, etc) and be protected from major security issues. Security issues are assessed by the impact they have on the buyer and their users. 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, we provide other updates to improve or modify the functionality of an item or fix other minor issues. Generally we will provide these types 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.
Fair-use, and other details
We suggest that before you ask us for support, read the documentation (included with the downloaded item) and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.
We sell our items to many buyers, so the time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks for us to properly fix, test, review and release. We can also take breaks (e.g. a vacation) from providing item support. We will let you know of any extended breaks via the Support and Comments tabs on their items.
Purchasing Supported and Unsupported Items
As a customer, you’ll have a clear indication of the level of post-purchase support offered by us before you complete the purchase of an item on Adveits Store.
The Item Support policy clearly defines what support is included for all items, both supported and unsupported, meaning you’re better informed to make decisions about which item is right for you.
Items Marked as “Supported”
- All supported items have 6 months of included support (including Extended Licenses);
- You have the option to add a further 6 months of support (a support upgrade) when purchasing an item (License);
- To purchase a support upgrade, simply check the ‘extend support to 12 months’ box, add the item to your shopping cart and checkout;
- Your item can only have a maximum of 12 months valid support at any given time;
- You also have the option to purchase a support extension or a support renewal if you have less than 6 months of support remaining and we are still supporting the item.
Items Marked as “Not Supported”
- Item support is not offered by us, for these items;
- Support is not included in the price of purchase and support extensions and renewals are not available for these items;
- It is not possible to purchase unsupported items at a lower price.