Support Policy

As a valued customer, we understand that you may have questions about the level of support we provide. To provide clarity, we have developed a support policy that outlines the assistance we offer.

Response and Resolution Time for Support

Our response time may fluctuate depending on the number of tickets we receive regularly. Generally, we strive to answer each ticket within 24-48 hours. However, during busy periods or when there is a backlog, the response time may be longer than usual.

The time it takes to resolve an issue depends on how complex it is. We do our best to resolve issues as soon as we become aware of them, but we cannot give an exact time frame for resolution.

Our system follows a "first come, first served" approach when dealing with tickets. This ensures that we provide assistance in a fair and timely manner to everyone. However, if you do not get a response within the expected timeframe, please be patient. We are committed to our motto of "No one shall be left," and we will get back to you as soon as possible.

Item Support Includes
  • Answering questions about how to use the item
  • Answering technical questions about the item
  • Help with defects in the item or included third-party assets
  • Item updates to ensure ongoing compatibility and to resolve security vulnerabilities
Item Support Not Includes
  • Product customization and requests that require or involve custom coding
  • Support for outdated or modified products
  • We do not customize our products or provide support for any 3rd party customization of our products.

As a company, we offer support for our products from development to publication. However, please note that our support service does not cover any modifications or customizations. If you require any core customization or have specific personal requirements, we suggest filling up the support form with details and get a paid solution.

Why we do not provide customization

In order to provide top-notch customer support, we have certain guidelines in place to ensure our support team can offer the best service possible. Helping with customizations and modifications can be time-consuming, which could distract our support engineers from assisting another customer who is facing a legitimate issue - and that customer could be you.