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Support Policy
Where to start

Your experience with Zoptiks doesn’t stop at the checkout. We are committed to providing you with the support you need to take full advantage of our products and services.

Your first step at getting guidance on a specific product is to check our Zoptiks helpdesk and our growing list of video tutorials.

If our documentation and video tutorials don’t help answer your question, our support team is available 24/7 to assist you. You can simply start a live chat or email us at support@zoptiks.com

Support Channels

Support is only provided via our Help Desk. Currently, we do not provide support via any other channel (including, but not limited to Twitter, Facebook or over the phone) unless specified.

Although you may find information about our products in forums and articles, please be aware that may not moderate those. Our team can only assist you via our helpdesk, email or live chat.

Our documentation site contains answers to most questions. Please have a look, before submitting a ticket.

Who can access the Help Desk

To access our support, you will need to have an active license for your product. If your product license or subscription expires, you will no longer have access to support. After a license expires or a subscription is not renewed, it can no longer be reactivated and will need to be purchased again.

Refund policy

Depending on the product you purchase, you are entitled to a 14-21 day refund period from the date of your purchase. Find out more details about the refund policy and how it applies to each product we sell. Read more about our Refund Policy.
Troubleshooting issues on a customer's website

In certain circumstances, we may need to login to your account and troubleshoot an issue you have reported. We also ask that you always change your password information or remove access, after we've helped you with the task. While our team takes all the necessary precautions when working on your account, Zoptiks does not accept any responsibility for any damage, or loss of data caused as a result of our team.

What is included in our support service

Support includes assistance with the configuration and use of our products. Only our products are supported.

What is not included in our support service

-Support for products from third parties
-Fixing issues related to integrations with other third party software that are not mentioned on our product pages, as supported integrations
-We do not provide support for issues that are not closely related to our products.
-Customizations and modifications (including, but not limited to color changes, image changes etc…)
-Adding new features to our products, or extending the existing features.

In our quest to provide the best possible support, we must have some limitations to allow our support team to provide the best service. Providing assistance with customizations and modifications can take up extra time from our support agents, which can hurt their ability to respond to another customer with a valid issue, in a timely manner. And that customer can sometimes be you.

Customizations and Modifications

Customizing our products for your specific project requirements is not included as part of the support we provide. Our products are sold as described in their respective product pages and other supporting documents on our website.

Bug Fixing

When a product bug is reported to us, we commit to fixing the issue as soon as possible.

For smaller issues in our themes & plugins, and when possible, we try to provide a solution via our Help Desk as a temporary fix while we’re waiting for a new product update.

A bug is only valid when it is an issue with the set of features we advertise about our product. A new feature request or a new integration will not be considered as a bug.

About this Support Policy

Our Support Policy outlines the expectations you can have from our support service.

By using our site and purchasing our products, you consent to our Support Policy.

If you do not agree with our Support Policy, or have questions, please contact us before using our website and purchasing our products.
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Zoptiks Helpdesk | 2020