Frequently Asked Questions

Support Questions

• Do you provide customer support?

  Having support for your purchased item means that we will be available to you to iron out any potential issues you have in using the item.

  The item support period

  The item includes support for 6 months from the purchase date. If you’re about to purchase the item, you’ll have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.

  What else is included?

  Answering questions about how to use the item Answering technical questions about the item (and included third party assets) Help with defects in the item or included third-party assets Item updates to ensure ongoing compatibility and to resolve security vulnerabilities Updates to ensure the item works as described and is protected against major security concerns Included version updates for all items

  What’s not included in item support?

  Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend contacting us to see if we privately offer paid customization service.

  • Installation of the item
  • Hosting, server environment, or software
  • Help from authors of included third-party assets

  Contacting support

  Support is provided Mon - Fri through item support page.

• Are updates and bug fixes included in the cost of the item?

  Regardless of whether you have support or not:

  • When we release an update, it will be available for you to download for free
  • You can report bugs
  • You can expect us to keep the item in good working order, working as described and protected against major security issues
• Can I extend or renew my item support?

  Item support option

  The support options available to you depend on when you make the support purchase.

  • A support upgrade is 6 months of additional support that can be purchased at the time of buying the item.
  • A support extension is 6 months of support that can be purchased at any time after the initial purchase of the item, provided the current support period hasn’t expired.
  • A support renewal is 6 months of support that can be purchased after any existing support for an item has expired.

  How do I renew or extend my support?

  In order to extend or renew an item’s support offering, you must have less than 6 months of the existing support period remaining and also the author must still be offering support on their item.

  To renew the support component on an item, please follow these steps:

  • Log in to your account
  • Hover over your username and click ‘Downloads’ from the drop-down menu.
  • The downloads section displays a list of all the items purchased using your account.
  • Click on ‘Renew support now!’ or ‘Extend now’ next to the item you wish to renew the item support for and that’s it!

Product Questions

• Does the item come with installation and setup documentation?

  Yes, all our items come with either bundled documentation located in your “All files & documentation” download zip or online documentation.

• Do you provide customization services for your items?

  Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page.

  For customization services that will help you tailor the item to your specific requirements, please contact us to see if we are available to offer paid customization service or check out service providers on Envato Studio.