Our themes’ support is guaranteed for one year from the purchase of any bundle including support. At the end of the year, the username and password set up at check-out won’t be valid to access the support forum.
Please Note: Our offices are located in Italy and we work and provide support in CET timezone; from 9:00 am to 6:00 pm, business days only.
We also take occasional leaves at public holidays and other such events. We sincerely want to provide you the best support, as soon as possible. But it would not be possible for us to provide Support outside working hours/days.
Social Coup Ltd provides support services to customers only. Support includes installation guidance, bugs fixing, and general problem solving with features explained on the themes’ official sales page.
Support does not include:
- solving problems for plugins not packaged with our framework and themes
- plugins integration
- use of theme packaged plugins for other purposes not included in the theme original functionality
- multisite integration
- general WordPress support (please use the WordPress forums for that)
- adding new features or extending the features currently available
- changing colors and/or images outside the options provided with the themes
- customization of any widget, including theme-specific widgets such as ‘Januas Connect Widget’, ‘Januas Feedburner Email Widget’, ‘Januas Latest News’, ‘Januas LinkedIn Widget’ and ‘Januas Twitter Widget’
- any type of modification or customization
Theme Support
For installation help, bugs fixing, and troubleshooting, please use:
- Theme Installation Tutorial
- Help Desk
All support requests sent outside our Help Desk will be ignored.
Pre-sales & Account Related
If you cannot access the Help Desk or if you have questions before purchasing themes on eventmanagerblog.com, please send an email to support@eventmanagerblog.com
Estimated Response Time
On week days, we’ll respond within 24 hours to forum topics that need our attention. If there’s a problem to solve or bug to fix, we will aim to do so within 72 hours after our initial response.
With every support request, we will try to respond as soon as possible and solve the problem within our first response. In cases that we cannot do that in time, please be patient. For sure, we’re trying to come up with a solution. Thank you for your patience.
Duration
Support is valid for one year from the date of purchase.
Fair Use
In order to maintain a good level of service for all users, the Support service is subject to this Fair Use Policy:
1. Excessive Use is defined as:
1.1. Where the Customer logs more than 5 new support issues in any 30 calendar day period
2. Unreasonable Use is defined as:
2.1. Where someone other than the Customer use the Service, unless agreed otherwise by both parties (Customer and Social Coup Ltd)
2.2. Where Customer repeatedly attempts to use the Service for reasons not covered in the definition of the Service
3. Remedies
3.1. Social Coup Ltd will contact Customer to inform them of Excessive and/or Unreasonable use
3.2. Social Coup Ltd will suggest one or more of the following:
3.2.1. Issues logged under excessive or unreasonable conditions will be charged at a rate of US$ 50 per hour
3.2.2. An alternative Service product
3.2.3. The price of the Support agreement will be modified to reflect increased usage, and Excessive Use will be redefined
3.2.4. The Service may be suspended or limited for any period Social Coup Ltd deems is necessary
3.2.5. Termination of the Support agreement with no refund to the Customer