Support Policy

After completing checkout, you'll acquire an account which grants you access to our Customer-only Support Center where you can ask us technical questions. When requesting assistance through our Support Center, please use the email address associated with your account. It's best if you log in before opening a ticket.

Support Policy Overview

WP Sharks offers its Products "as is", with no warranty or guarantee that they will function exactly as you wish, or with all 3rd-party components/plugins. Further, we offer no support via email (or otherwise) for the installation, customization or administration of WordPress itself; or of other WordPress themes/plugins. We support our own Products only. We can't give general WordPress support or offer advice about things not specifically related to our Products.

Scope of Our Support Service

Things that we're happy to help you with ...

  • If you're unable to install a Product that you purchased, we are happy to help by providing how-to articles, video tutorials, or written assistance from a support representative. When requesting assistance through our Support Center, please use the email address associated with your account. It's best if you log in before opening a ticket. Support representatives are available Monday-Friday, from 9 AM to 5 PM (EST).

  • If you're confused about a Product feature, we are happy to assist you with clarification, which may include a written explanation from a support representative, links to relevant documentation, video tutorials and/or knowledge base articles. We'll help you understand what's to be expected from a specific feature and answer any questions about how the software works.

  • We're happy to receive feedback of any kind. If you have ideas or suggestions, please share them with a support representative using our online Support Center. We welcome this! If you discover a bug we would love to hear about that too. This way it can be fixed in a future release, or as soon as possible.

  • Customization and/or help with modifications. We offer guidance only.

    We understand there is a fine line between what is considered support, and what is considered a 'customization' and/or a 'modification' to one of our Products. In short, we will try help our Customers in any way we can. However, we can't provide in-depth technical assistance (or offer ongoing advice) related to a customization or modification. Technical support will thus take priority over any assistance with customizations or modifications. If you are requesting assistance in this regard, and it only requires us to publish a couple lines of code, we will gladly help you, or at least point you in the right direction.

    However, if your inquiry requires more than a couple lines of code (quite common), we can only provide guidance, and you would then need to hire a freelancer if you don't have the skills to implement it yourself. We recommend jobs.wordpress.net, or another freelance website where WordPress experts offer their expertise through a bid on your project.

Things we are NOT able to help you with ...

  • We will not provide support and/or troubleshooting assistance for any Product which has been integrated with another 3rd-party theme or plugin. If you discover a bug, or an inconsistent behavior with a Product which is integrated into a mixture of other themes/plugins for WordPress, we ask that you start by disabling all other plugins and revert to the default theme for your current version of WordPress.

    If problems persist, even in a default theme for WordPress, and no other plugins are active, we are happy to help. Otherwise, if you are integrating our Products into a larger set of themes/plugins, we ask that you seek assistance from an experienced WordPress developer who can do a full review of your site and make the proper recommendations (e.g., helping you resolve conflicts between all plugins working together).

  • We will not assist with any custom features. If the feature you desire is not currently available in the Product you purchased, we are happy to receive feedback and feature requests. However, we will not be held to any deadline, and we will not be obligated to provide you with support for any feature which is not already a part of the Product you purchased. Please read our entire list of features before purchasing.

  • We offer no support for the installation, customization, or administration of WordPress itself, or of other WordPress themes/plugins. We only offer support for our own Products. We can't give general WordPress support that isn't related to our Products.

  • We do not offer phone or live chat support. We offer assistance only through our online Support Center (i.e., via online contact forms only).

  • We do not offer professional installation service, customization, or services involving custom coding. If you need assistance in this regard, we recommend jobs.wordpress.net, or another freelance website where WordPress experts offer their expertise through a bid on your project.

License Keys Provide Automatic Updates

Software License Keys

See: My Account → My Downloads for a list of your current license keys.

Products that require a license key, will ask for your license key when installing the software. By entering your license key you enable automatic updates in WordPress. When you have one of our Products installed, you can also navigate to: WordPress → Dashboard → WP Sharks. There you can activate/deactivate license keys for all themes/plugins developed by WP Sharks that are currently active in your WordPress installation.

Maximum Sites

Each license key is good for X number of sites (based on what you selected during checkout). To activate more than X number of sites, purchase the product again to receive an additional license key. Or, from the My Account → My Downloads page, you can deactivate an existing license key, for a specific site, so you can use the license key again, for a new site. For example, when moving from a development environment to a production server.

License Key Expiration

Each license key is good for X number of years (based on what you selected during checkout). When access expires you may continue to use the software for as long as you like. Automatic updates & support will stop, but you can renew for just 30% of the original purchase. You'll be notified via email when it's time.

Additional Policies (Included Herein by Direct Reference)

Closing Statements / Acceptance / Changes

Acceptance of this Support Policy

By purchasing one or more Products by WP Sharks you indicate that you've read and agree to this Support Policy; and all other policies included herein. Please be sure that you also read our Terms/Conditions, Privacy Policy, and Refund Policy.

Future Modifications / Changes to Support Policy

We reserve the right to change or modify our current Support Policy without prior notice. If we decide to change our Support Policy we will post those changes on this page and/or update the modification date below. Any policy changes related to the purchase of a Product license will apply only to Products purchased after the date of the change.

This policy was last modified on: July 17th, 2016

Contact Information / Mailing Address

Please contact WP Sharks™ if there are any questions regarding this Support Policy.

WP Sharks™: 4132 Atlanta Hwy, Office Suite #110-117 Loganville, GA 30052
Toll Free: (800) 799-1269 — Office Fax: (888) 224-9827