ThemeBoy Support Policy
Should you have any questions or concerns about this Support Policy, please get in touch with us before making a purchase. This Support Policy may be amended without prior notice, so please check this page regularly to ensure that you are aware of any changes that have been made. This Support Policy is effective from the 22nd of October, 2015.
By using any part of the Website or providing personal information to us, you consent to us processing your personal information as set out in this Support Policy.
Incorporation by Reference
This Support Policy incorporates the following provisions (and their subordinate provisions) of the Terms by reference:
Interpreting these Use Terms;
Passwords and Account Security;
Documents and Notices.
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy to the extent that doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.
The defined terms in the Supplementary Glossary in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.
Product Support Channels
We will only provide Support Services through our Helpdesk. We don’t provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.
You will need to submit a ticket using the Helpdesk in order to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. A license key is required for submitting a ticket, which is provided to you when purchasing any of our products. We may ask you to send us your login details if we need them in order to assist you. Our Helpdesk tickets and information you share with us through these Helpdesk tickets are confidential. Only you and our support team will see your ticket.
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We don’t moderate these forums and we don’t control the discussions taking place so we don’t take responsibility for or necessarily endorse the content of these discussions. Be sensible and where you are in doubt, take independent steps to verify advice you receive through the community forums before relying on it.
Our frequently answered questions (or “FAQ”) contain answers to common questions and may help answer questions you may have. These FAQ’s are relatively generic and may not be directly relevant to your specific query or challenge.
What Our Support Service Covers
We only support our Products. Our Support Service includes assistance with Product installations, configuration and use.
Retired products will be supported for 6 months after the end of the retirement month. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket on our Helpdesk.
What Our Support Service Doesn’t Cover
Our Support Service does not cover our Products supplied by 3rd Parties or 3rd Party products and services. We may require you to disable 3rd Party products that are installed alongside our Products before we will be able to assist you.
We do not give general WordPress support. Please use the WordPress.org forums for general WordPress support.
We provide our Products as is. We do not customize our Products or support any 3rd Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.
We will do our best to offer advice and direct you to the appropriate resources if you require assistance with customized Products but we don’t take responsibility or endorse any 3rd Party solutions for customized Products.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates.
Our general support hours are Monday to Friday, 9:00 to 17:00 (Australian Eastern Daylight Time). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may well take longer to respond to more advanced or technical queries.
If you would like to contact us regarding account related issues or presales questions please email us directly. We will respond to you as soon as possible.
- “Website” means this website, themeboy.com, and any of its subdomains.
- “Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;
- “Helpdesk” means the Support Service interface on our Website and which accessible at http://support.themeboy.com;
- “Support Policy” means this support policy, as amended from time to time;
- “Terms” means the ThemeBoy Website Use Terms located at http://www.themeboy.com/terms