Support Policy
Thank you for taking the time to read through our official support overview. ThemeXpert strives to deliver the best, unmatched support service on the web.
What is supported
- Guidance for installation issues.
- Assistance with available features and configurations.
- Providing patches for valid bugs whenever possible.
- Assistance for small style changes.
- If you are a free user, fret not! We've got you covered. We are here to provide you exclusive product-related support.
What is not supported
- Code/Scripting training: We do not commit to educating users with PHP/SQL/Javascript/CSS/XHTML skills or elaborating on functions within or outside of the product.
- Modified theme code: We may not be able to debug code that is unfamiliar to us.
- New features and theme customizations: Feature request /extensive theme modification to suit your unique requirement has to be dealt with through Third-Party developers.
- Server, system, and Joomla setup: We are not responsible for providing and setting up your community server, configuring the system with required libraries and applications, or setting up Joomla CMS on your system.
- Issues related to 3rd party extensions: We do not provide support for third-party extensions. Issues with them should be raised through their own support system.
Subscription and Support Details
- We only provide support for your registered domains.
- Support is provided exclusively in English.
- Support is delivered through our ticketing system and through the live chat available on every page of this website. Live chat is best for quick questions; anything requiring a licence check, a file review or a second person is moved to a ticket so there is a written record. We do not provide support over Skype or other third-party instant messaging systems. Official support is provided from Monday to Friday, from 10:00AM to 06:00PM GMT +6 (Dhaka, Bangladesh).
- We guarantee a reply within a maximum of 24h for technical issues.
- Sales & Billing issues will be handled within 12h.