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Support Policy

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 our all types of Members.

A. Product Support Channels
D5 Creation only provides product related support via our Support Forum, Support Ticket and E-Mail. We may not provide any support via Facebook, Twitter or Other Medias. We do not offer phone support. We may request you to e-mail us your login details when needed, in which case we will communicate via e-mail to protect your confidential & secure details. 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 the DEVELOPER Members. ADVANCED and STARTER Members are also given Priority during any support requests. FREE Members are given support by the Forum. We and Community Members may respond the Support Request received in the Forum. The Priority Level is DEVELOPER > ADVANCED > STARTER > FREE.

C. Support Response
Most of the cases we respond the Support Requests within one hour. But we may not give you any guaranty to serve you immediately. We commit to answer any queries within 36 hours. This depends on the work load, 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 you to provide your web site url, one temporary WP-Admin ID and Password so that we can check and solve the problem of your site if the problem raises for our Themes. You will provide those information to our staffs via our E-Mails and Support Ticket System. Our Staff will use the best of his/her knowledge and expertise. You will not give any objection for any losing of your data, changing any design or anything related to the site after the service provided for your site.

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 take 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 can fix bugs within a few days. We will also try providing a solution via our website for smaller bug fixes, after which we will update the core theme package.

G. General
We may show users appreciations or testimonials ( received from any of our Contact Method ) in our website. You are requested to write a Testimonial for us after receiving any Good Support Service from us. That will 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.

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