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Support Policy

Our Support Policy describes what support you can expect from us and how we provide support. After you have downloaded a ThemeXriver product, you are eligible to ask support for issues you might face with our product(s). Once a clear and understandable support query is placed, we try to provide a solution via email.

Here we are sharing the detailed policies we maintain for support.

  1. Support Language

Currently, we are providing support in the English language only. We expect our valued customers to place a support request in clear and decent English language so that we don’t have to guess what you are expecting from us. Please be as clear as possible.

  1. Support Priority

Our customers with valid paid product subscriptions will always have priority over our free product users.

If you have purchased a product from ThemeXriver and have a valid subscription, you are eligible to get priority support from us. We will continue supporting you as long as you have a valid subscription.

  1. Support Channels

ThemeXriver provides support via emails, WordPress.org support forums, knowledge base, and tutorials. Although we like to socially interact with our users, we do not usually provide any support via any other communication channels, especially not via PM, Facebook, or Twitter.

Many support queries and technical questions are already answered in the documentation, how-to guides, and FAQs. So, before sending a support query, please make sure you have read our documentation for the particular product you are using.

  1. Supported WordPress Versions

WordPress 5.5 or later.

  1. What Our Support Covers

Any WordPress compatibility error arising from a fresh product install

Help with the functionality of our products, which is not specified in our documentation

Issues with ThemeXriver theme and plugin installation

Issues relating to broken ThemeXriver product functionality

  1. What is NOT Covered by ThemeXriver Support

Software damage caused by hacker(s) attacks

Issues caused by older versions of PHP, MySQL, or so on

Products purchased from anyone other than ThemeXriver

Compatibility problems with 3rd party products

If you are unable to provide us with the subject website URL and access to its WordPress backend

Any errors relating to the product’s code customization (PHP and/or JavaScript)

We do not support any version of IE (Internet Explorer)

  1. Definition of Modification Support

We understand that there is a fine line between what is considered support and what is considered modifications. If your request for small modification or customization help only causes us to publish just a couple of lines of CSS or JS code, we may assist you. Due to the current load on our support team, we can allocate up to 30 minutes of CSS customization free of cost each year.

If your support query requires additional modification of the product then you have two options:

You may wait for further development of the product.

You may consider hiring a developer. You can also post on our Facebook groups and contact the recommended companies or developers.