This support policy regulates user assistance page-builder-templates.com Marketplace provides to all clients, authors, and affiliates. Using our website, you automatically agree to the following terms. If you do not agree with any of this document’s statements, please contact us before using our website, any of its pages, folders, and subdomains. We have the right to change our support policy without prior notice. Therefore, we advise all users to regularly check this page regularly and stay aware of its latest version.
This policy explains support-related questions and defines issues covered by free and premium customer support plans. Further, we will describe them in detail and cover support time, means, and request types.
The General free support plan covers all purchased digital items, except services. Every Marketplace customer has the right to get free support during the first 6 (six) months starting from the purchase date. The purchase date is the date the customer creates the purchase order.*
*The support term can expire even if the client purchased the product but didn’t download it from the admin panel or has not used it for some time after completing the order.
You can prolong your free support time for another 6 (six) months by purchasing a corresponding offer with the product.*
After purchasing the offer, you get additional 6 (six) months of technical support covered by section 5 of this policy. Please choose the *Extend support* checkbox on the product page and proceed to checkout to purchase this offer. Thus you will get extended support at the best price available.
You can also extend the support of your product after the free support expiration. Please note that the offer’s price will be higher in this case.**
We calculate the price as a percentage of the product’s initial cost. It is determined when you order an extended support offer in the % ratio from the current product price. To see how it works, check the illustration below.
With initial item purchase
All items on the Marketplace have accurate product documentation that includes:
Please make sure to check item documentation before contacting technical support.*
*Technical support team has the right to suggest the client check the related product documentation without opening a ticket request if the customer’s question is related to general product information, installation, or FAQ without giving an exact answer during their communication.
Support chat aims at assisting with simple technical questions that do not need long and complex troubleshooting.
*Chat support agent availability depends on the number of active live sessions.
Ticket system service is available Monday through Friday* and aims to resolve complex product issues by Marketplace authors. If you have related inquiries, please contact an author from the Downloads section of your account.
*Regular response time is 24 hours after the request. Actual response time may vary depending on the complexity of the issue and the number of active support sessions.
Please keep in mind that all items need a different set of software requirements.* Every person has a different set of skills, but as a client, you should understand that you need to have at least basic skills of working with corresponding software to edit the item successfully.
Please make sure to check item documentation carefully before contacting technical support.
Our free tech support plan covers the following points.
*Exact list of software compatibility is described on the item`s page. Please, make sure to check it before making the purchase.
Technical support does not cover the following requests:
Those can be performed by yourself or by page-builder-templates Service Center techs for an additional fee. These plans also include the service for troubleshooting issues that are not related to the template, for example, those caused by the engine or third-party modules.
The free support plan does not cover any affiliate-related questions. i.e., commission withdrawal, traffic statistics, promotional materials, etc. For all affiliate-related matters, please contact the appropriate department at firstname.lastname@example.org
To learn all the details of pbtPLUS item support services please refer to the corresponding section on page-builder-templates.com website.