Support Policy

Included Support Period

Every paid DevWeb Themes product includes six months of product support from the paid purchase date. Lifetime official product updates are separate from support and remain available according to the purchased licence. Managed installation, server administration and custom development are separate professional services.

Our Commitment to You

At DevWeb Themes, we believe that premium software must be backed by premium support. When you purchase an item, you aren't just buying code; you are buying the peace of mind that a professional engineering team is ready to assist you.

What Is Included in Product Support:

• Installation Guidance: Assistance with documented installation procedures, server requirements validation, and basic environment setup.
• Feature Clarification: Detailed explanations and answers regarding advertised product functionality and admin panel configuration.
• Bug Fixes: Triage and rapid patching for verified script defects, UI glitches, or security vulnerabilities discovered in the unmodified source code.
• Update Assistance: Guidance on safely applying new version updates without data loss.

What Is NOT Included in Product Support:

• Custom Development: We do not provide bespoke programming, custom feature additions, or deep structural modifications to the codebase upon request.
• Server Administration: We cannot troubleshoot third-party VPS configurations, SSL certificate issuance, or generic cPanel routing errors unrelated to our software.
• Third-Party Integrations: Support does not cover integrating the product with external APIs, plugins, or software not explicitly advertised on the product page.
• Support for Modified Code: If you heavily modify the core framework and it breaks, we cannot provide support until you revert to a clean state.

Support Channels and Response Times

All support requests must be submitted through our official Ticket Helpdesk located in your Customer Dashboard.

• Standard Response Time: 24 to 48 business hours.
• Extended License Holders: Placed in a priority queue with target response times under 12 hours.
• Operating Hours: Monday through Saturday, 08:00 AM - 18:00 PM (GMT).