Theme Support Policy

 

Support Policy

SUPPORT POLICY

We’ve worked hard to make our themes as easy to use as possible by providing in depth step tutorials that show you how to install and setup your theme.

And our help center exists to help you get the most out of your new design so you can launch your site in no time.

We’re not required to offer support, but we wouldn’t want you to not be able to launch your site. With that being said, our support policy is in place to clearly outline what is and is not covered.

 

Scope of Support

Installing one of our themes

Any of the theme features or settings

Updates to the WordPress platform and the impact on our theme

General bug fixes

 

We Unfortunately Cannot Help You With

Theme customizations or modifications

General WordPress questions and support

Third party plugins

Issues arising from user modifications to the theme’s code, styling or functionality

Domain & Hosting questions and support

 

Kindly note*

Our support system is in place to ensure that you are able to get your theme installed, configured and working for you just like the demo site as easily as possible.

We’re here to resolve any issues you might have with the installation process itself, getting any of the theme functionalities to work as shown, or fixing any bugs you might have found along the way.

Please understand that our products are designed to be DIY endeavors – a basic working knowledge of the respective software is required to get the most out of each product. Users requiring greater levels of support are encouraged to seek out a professional web developer for assistance with their web project.

Support Ticket

Name

Email Address

Theme Name

Site URL (optional, but helpful)

Could you please tell us a little about the issue

Would you like to provide some screenshots? (optional, but helpful)


Where exactly are you runnning into the error and what have you already done to try fixing the problem?

Having a little more information about the situation will help us evaluate and get the issue sorted faster.

Thank you


SUPPORT TERMS

Support Channels

Support must be requested through the proper channels to be received and responded to. To request support, please contact us through the form on support policy page here. We are unable to respond to support requests sent through other channels, e.g. Etsy, Creative Market, direct email, etc.

Reasonable Use

We do not place limits on the amount of support provided (within the scope outlined in this policy). Each user is entitled to a reasonable amount of support per product purchased, subject to a reasonable use clause. The definition of reasonable use is determined by Sugar+Codes our sole discretion. Customers deemed to be abusing our support services will be notified by Sugar+Code, and may be suspended from receiving support services at our discretion.

Abusive/Disrespectful Conduct

We reserve the right to suspend support services without notice for any user deemed to be abusive or disrespectful to our support team and will not tolerate any abusive conduct.

Reporting Bugs

We test our themes extensively before releasing our new theme for sale. We strive to resolve any bugs that are reported to us as soon as possible, and will include the appropriate patches in the next theme update.

Support Hours

We respond to support requests from Monday to Friday within 24 hours. Please understand that more technical questions may take longer.