This Support Policy describes how we provide our support service to you after your purchase.
We only cover support for products that you purchased on OrderCode. Your first step at getting technical support is to check our FAQ. Please, make sure that you’ve studied the product documentation and referred to the FAQ before submitting a support ticket.
Support is offered through Support Tickets opened from our website (in main menu Support > Create ticket). We are very fast in providing answers, but we are not immediate. Every support request will be added to the support queue, and will be processed as soon as our team members are available. We provide technical support ONLY through our ticket system on the website, NOT by email, chat, website comments or any other social media. Support ticket is the only way to access the technical support.
Support requests are being processed on business days from 9:00 to 18:00 (GMT +3) in the order they were received. Please note that most of them are handled within 24h – 48h, but sometimes (in very rear and complicated cases) you will have to wait 3-5 business days for our response. Of course, we always want to provide our support to you as quickly as possible. However, we understand that, to achieve that goal, we also need to balance our work and life.
Please note that in some cases to solve a technical problem you must provide us your website and FTP access. We cannot take any responsibility for damages caused by crucial information leaks. So we highly recommend you to change your admin password and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.
What our support service covers:
General usage advice.
Solving licensing problems.
What our support service DOES NOT cover:
Answering technical questions about products.
Product installation/configuration.
Product modifications and customization.
Demo data installation.
Custom programming or any other freelancing work.
Fixing issues related to compatibility between different themes and plugins.
Fixing issues related to compatibility with different versions of WordPress.
Update or migration assistance.
Fixing developer bugs issues.
Server configuration or fixing complex individual server-side issues.
Update, migration or repair service.
WordPress general support not related to products.
Any other things that are not related to products.
