This Support Policy describes what support you can expect from us in regards to our products (WordPress themes) and services.
If you have any questions about this Support Policy or do not agree with it, please get in touch with us before using our products or services. Please note that we reserve the right to edit this document, so please check back regularly to ensure that you are aware of and agree to any changes. This Support Policy is effective from March 31, 2016.
By using any part of our website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
We only provide support services through our support form or through direct email to firstname.lastname@example.org. Please note, we do not provide support through any other channel such as direct e-mail to any other email address associated with LyraThemes or its operators, live chat, Facebook, Twitter or over the phone at this time.
SUBMITTING A SUPPORT REQUEST
When you submit a support request through the support form, please keep in mind the following:
- What is covered under support: We will help you with any issues you have with the setup, configuration, and use of the theme. Will will resolve any bugs that you may stumble upon in a timely manner and suggest solutions to any specific problems you may face.
- We may need your website login details: Our support staff may ask you to send a username and password to log into your WordPress website running our theme so they can diagnose the problem and assist you. Any information that you share with us, including the login information, is completely confidential and will only be visible to you and the support staff. However, we do suggest that you create a new username for the support services and then remove it after your issue has been resolved.
- You will need an active subscription to gain access support services: If your subscription has lapsed or was cancelled, unfortunately we will not be able to help you. The issue you may be facing may have been fixed in a theme update and based on our Terms and Support Policy, the theme updates are only available to members with active subscriptions. You may renew your subscription by contacting us.
WHAT OUR SUPPORT SERVICE DOES NOT COVER
We are unable to provide support for customizations. So if you have made changes to the theme, we will be limited to supporting the product that was not modified and cannot advise you on the modifications made. Also, if you need specific customizations to the theme, they will not be covered under our support policy. If you are unfamiliar with code and templates and resolving potential conflicts, you will need to contact a developer. Or you can contact us for any specific needs and we can give you a time/cost quote accordingly. Click here for more details.
We also do not support any plugins or products that you may be using on your website along with our theme. If there are any conflicts, it would be at our discretion if the conflict will be resolved in our next update.
We would also not be required to give general WordPress support. We would suggest using the WordPress.org forums for general WordPress support.
The theme is provided as is and if you make a purchase, you agree to the theme functionality and design the way it has been presented and made available. If you want to make any changes in the way the theme looks or functions, that falls under customization. We will do our best to offer advice and direct you to appropriate resources if you require assistance with customization. Or you can submit a customization request to us and we can provide you with a reasonable time/cost quote.
DEFECTS AND BUGS
Any bugs or defects will be fixed as quickly as possible after they have been brought to our attention. A bug would be any error, flaw, or failure in the functionality or design of the theme that causes it to produce an incorrect or unexpected result, or to behave in unintended ways.
ACCOUNT AND PAYMENT RELATED ISSUES
If you have any account or payment related issues, please contact us and we will try to get back to you as soon as possible. Please be sure to select “Account/Payment Issues” in the reason for your inquiry in the form.
Our general support hours are Monday to Friday, 08:30 to 17:00 (Central Standard Time, GMT-6). We will try our best to respond to all queries within 24 hours, but our actual response times may vary and sometimes it may take longer to get back to more advanced or technical queries.