This Support Policy describes what support you can expect from us for the OceanWP theme. If you have any questions about this Support Policy or do not agree with it, please contact us before using the Website or the OceanWP theme.
We may amend this support policy occasionaly, so you should check this page from time to time to ensure that you are aware of any changes that have been made. This Support Policy is effective from the 16th October 2016.
What’s included in free support
For free users of the theme we provide a basic level of support for OceanWP which is provided via our email ticketing system and includes the following:
- Answering questions about OceanWP features and functions
- Responsing to any bugs you may have found in the theme
Please note that free support is ONLY provided by submitting a new support ticket on our website and not via any other method.
What’s not included in free support
Due to time and resource constraints we are only able to provide a basic level of support for free users. The means we will NOT provide any of the following for free users:
- Logging into your site to investigate or fix any issues you have with your site
- Customization services or any other custom work
- WordPress general support (please, use wordpress.org forums for that)
- Themes modifications and customizations
- Third-party plugins integrations
- Server diagnostics, maintenance or any other server related service
- Any other things that are not related to our products directly
Support for users who purchase an extension(s) or bundle
Customers who purchase an extension(s) or bundle will be given support for the extension(s) via the our email ticketing system. When creating a support ticket, the user is required to enter the license code for the extension in the form.
The support that is provided for an extension is only given to questions that are directly related to the extension. Whilst we respond to extension questions before questions from free users, purchasing an extension does not entitle the customer to a higher level of support. Support for paid extensions is subject to the same conditions for free users (e.g no support at weekend, no custom work etc).
Our official support hours are between 9AM and 5PM (FR time) Monday – Friday.
Estimated response time (free support)
For users who are looking for free support we aim to respond to new tickets within 24 hours (Monday-Friday). Please note this is only an estimate and our actual response times may vary depending on support load and we may well take longer to respond to more advanced or technical queries.
We provide OceanWP and its extensions as is. We don’t provide any customization services for our products nor do we provide support for any 3rd Party customizations of our products. We are in partnership with codeable, if you need customization services click here or get in touch with WordPress developers on freelance sites.