Support Policy

Effective Date: November 19 2021

It’s important to us that all of our users are satisfied with our products. That’s why we have a dedicated Support Team available to help you solve any product-related issues in a timely and efficient manner.

We only offer our support for products, which are solely sold on POSIMYTH Store and active licence holders. Our support service includes assistance with product installations and configuring or using these products. If you need help setting up or configuring your Plugin(s) or Theme, please first check the detailed documentation, Video Tutorials & FAQs section. Your question might have been answered already there. If you still have any doubt, please raise a ticket at out Support desk.

We will do our utmost to support with our Plugin(s) or Theme, however, some requests may require complex or custom code addition which is beyond the scope of what we can reasonably provide. We reserve the right to determine which requests and levels of support that we can and can’t provide.

For some complex issue , You may need to provide access of your site to our support team for troubleshooting or resolving problems on your site. Make sure to create a backup before providing access, we wont be responsible if anything goes wrong during troubleshooting. Furthermore, it’s completely your responsibility to ensure that all content is backed up and not lost for any reason. When troubleshooting, we highly recommend resolving the issue on a staging site before making changes on production sites.

We do not provide Support for the following things:

Individuals have a right to have personal data erased and to prevent processing in specific circumstances:

General WordPress Questions – visit: WordPress.org for any such questions.

1.

On-Demand New features addition or extending our Plugin(s) or Theme functionality. We always love to get feature requests for our roadmap but We can not immediately implement that or give 100% assurity to implement each and every feature request we get.

2.

Any Hosting or Server-side issue, make sure to check our Hosting recommendations and for more help, Reach out to your hosting provider.

3.

For any custom code, personal customizations.

4.

We might help with popular plugins and themes, but final decision on compatibility will be on our support team.

5.

We also do not provide compatibility fix with outdated browsers or OS related issues.

6.

Question not related to our products or Our team consider as out of scope.

7.

Our active support hours are Monday to Friday, 10:00 AM to 6:00 PM (GMT+5:30). Our average response time is less than 18 hours during working days, but actual response times may vary for advanced or complex issue. Your patience and understanding is highly appreciated

If you have any concerns about this support policy or disagree with it, please contact us before continuing. We may amend this policy from time to time, so be sure to check back for updates.