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What is Item/Product Support?

Item/Product support is a valuable service offered by authors on TemplateHive to help buyers get the most out of their purchased items. When you purchase an item with support, you gain access to assistance from the author, ensuring you can resolve any issues or questions that arise while using the product.

What’s Included in Item/Product Support?

  • Technical Assistance:

    • Get help with questions about the built-in features and functionality of the item.
    • Receive support for issues related to third-party plugins included with the item.

  • Bug Fixes and Issues:

    • The author will assist with any reported bugs or issues within the item, ensuring a smooth user experience.

  • Updates and Security:

    • Updates to ensure the item works as described and is secure against major threats.
    • Discretionary version updates may be provided to improve functionality or compatibility.

  • Support Availability:

    • Authors are available to provide support during the support period, typically lasting 6 months from the date of purchase. An option to extend support up to 12 months is also available.

The Item/Product Support Period

When you purchase an item that includes support, you are entitled to 6 months of support from the date of purchase. During this time, the author is committed to being available for assistance as needed. You can also choose to extend the support period to a maximum of 12 months, providing ongoing access to help and updates.

Additional Benefits of Item/Product Support

  • Usage Guidance: Authors will answer questions about how to use the item effectively.
  • Compatibility Updates: Ensuring your item remains compatible with evolving platforms and technology.
  • Security Fixes: Regular updates to address any security vulnerabilities that may arise.

What’s Not Included in Item/Product Support?

Item support does not cover requests for customization or extending the item beyond its original design and functionality. Here’s what isn’t included:

  • Customizations: Modifying or adding new features beyond what is advertised.
  • Installation Services: Authors do not provide services to install the item on your server.
  • Hosting and Environment Issues: Assistance with hosting, server configurations, or software is not part of item support.
  • Training: Authors are not responsible for teaching basic usage of platforms or tools unrelated to the item itself.