D5 Creation has created this Support Policy in order to demonstrate our commitment to the best service to our users. As part of the normal operation of services, we try our best to serve all types of our Members.
A. Product Support Channels
D5 Creation only provides product related support via our Support Forum, Support Ticket and E-Mail. We do not provide any support via Facebook, Twitter or Other Medias. We do not offer phone support. We may request that you e-mail us your login details when needed, in which case we will communicate via e-mail to protect your confidential & secure information. For any D5 Creation account issues, or if you have trouble purchasing please contact us via Sales Contact or Inquiry Desk.
B. Priority of Support
D5 Creation always provides dedicated support to our DEVELOPER PLUS and DEVELOPER Members. ONE THEME Members are also given Priority during any support requests. FREE Members are given support through the Forum. We and Community Members may respond to a Support Request received in the Forum. The Priority Level is DEVELOPER PLUS > DEVELOPER > ONE THEME > FREE.
C. Support Response
In most cases, we will respond to Support Requests within one hour, but we do not guarantee to serve you immediately or within one hour. We commit to answer any queries within 36 hours. This may depend on our workload, holidays and other factors.
D. Extent of our Support
We only cover support for our products, and can’t give general WordPress support that isn’t related to our products. For general WordPress support you will have to use wordpress.org/support
We understand that there is a fine line between what is considered support and customization. So whilst we will try to help you with any type of query (support or customization), we can’t provide extensive help in terms of customization. Technical support will thus take priority over customization support.
Sometimes we may request that you provide your web site URL, one temporary WP-Admin ID and Password so that we can check and resolve the problem of your site, if the problem involves one of our Themes. You will provide this information to our staff via our E-Mail and Support Ticket System. Our Staff will use the best of their knowledge and expertise to resolve the problem. You understand that we will not responsible for any loss of data, alteration of any design, or anything related to the site after the service has been provided.
E. Definition of Customization Support
If you are requesting customization help which only requires us to publish a couple lines of code (typically through CSS or other coding), we will be glad to assist you. If, however, your query requires more than that amount of code to be published, we can only provide guidance or you may use our Service Opportunity.
F. Bug Fixing
It is our commitment to fix all theme bugs as quickly as possible after they are brought to our attention. During our general support hours, we usually fix bugs within a few days. We will also try to provide a solution via our website for smaller bug fixes; after which, we will update the core theme package.
We reserve the right to show user's appreciations or testimonials ( received from any method of Contact ), in our website. You are requested to write a Testimonial for us if you are happy with our Support Service. This will further inspire us.
This Support Policy is incorporated into and subject to the terms of the D5 Creation Agreement. D5 Creation reserves the right to change or modify this policy any time without any prior notice.
If you have any questions about this Policy or the practices of this site, please Contact Us.