支持政策

This support policy regulates user assistance Templateog体育首页 Marketplace provides to all clients, authors, 和子公司. Using our website, you automatically agree to the following terms. 如果您不同意本文件的任何内容 语句,请 contact us  在使用我们的 website, any of 它的页面、文件夹和子域. We have the right to change our support policy without prior notice. Therefore, we advise all users to regularly check this page regularly and stay aware of its latest version.

1. 一般信息

This policy explains support-related questions and defines issues covered by free and premium customer support plans. Further, we will describe them in detail and cover support time, means, and request types.

2. Support Time

2.1. Free support

The General free support plan covers all purchased digital items, except services. 每个市场客户都有 right to get free support during the first 6 (six) months starting from the purchase date. The purchase date is the date the customer creates the purchase order.*

*The support term can expire even if the client purchased the product but didn't download it from the admin panel or has not used it for some time after completing the order.

2.2. 扩展支持

You can prolong your free support time for another 6 (six) months by purchasing a corresponding offer with the product.*

购买报价后, you get additional 6 (six) months of technical support covered by section 5 of this policy. Please choose the *Extend support* checkbox on the product page and proceed to checkout to purchase this offer. Thus you will get extended support at the best price available.

You can also extend the support of your product after the free support expiration. 请注意报价 在这种情况下会更高吗.**

We calculate the price as a percentage of the product's initial cost. It is determined when you order an extended support offer in the % ratio from the current product price. 要了解它是如何工作的，请查看下面的插图.

*You can purchase this offer only if the product's author has agreed to prolong support for the item and if it is 在购买时有库存.

**The extended support offer is not subject to a refund.

3. 产品文档和技术支持

All items on the Marketplace have accurate product documentation that includes:

• 产品一般资料;
• 安装说明(如适用);
• frequently asked questions regarding the use of the product.

Please make sure to check item documentation before contacting technical support.*

*Technical support team has the right to suggest the client check the related product documentation without opening a ticket request if the customer's question is related to general product information, installation, or FAQ without giving an exact answer during their communication.

4. 支持渠道

4.1. 24/5一般支持聊天

Product support is provided by theme author solely. 市集一般协助聊天 aims at assisting with simple questions that do not need long and complex troubleshooting.

*Chat support agent availability depends on the number of active live sessions.

4.2. Ticket system

Ticket system service is available Monday through Friday* and aims to resolve complex product issues by Marketplace authors. If you have related inquiries, please contact an author from the Downloads section of your account.

*Regular response time is 24 hours after the request. 的实际响应时间可能会有所不同 complexity of the issue and the number of active support sessions.

**Marketplace authors take full responsibility for supporting their in-stock products and providing prompt and 有效的反应.

5. 技术支持涵盖的请求

Please keep in mind that all items need a different set of software requirements.每个人都有一套不同的 skills, 但作为客户, you should understand that you need to have at least basic skills of working with corresponding 软件编辑项目成功.

Please make sure to check item documentation carefully before contacting technical support.

Our free tech support plan covers the following points.

一般聊天支持**:

• 项目更新信息;
• 安装说明;
• 机票状态更新.

票支持:

• bug reports;
• complex template-related issues that require more extensive troubleshooting.

*Exact list of software compatibility is described on the item`s page. 请务必检查一下 购买.

6. 技术支持未涵盖的请求

Technical support does not cover the following requests:

• 项目安装;
• 物品定制;
• 托管、服务器配置问题;
• 生成额外的CSS规则;
• assistance with code editing and locating the code for editing;
• 对客户网站进行任何更改;
• 网站速度和性能优化;
• 更新实施;
• 第三方脚本/扩展实现;
• 第三方扩展引起的问题;
• 引擎问题.

这些可以自己完成，也可以由 templatemmonster服务中心  技术人员收取额外费用. These plans also include the service for troubleshooting issues that are not related to the template, for example, those caused by the engine or third-party modules.

7. 支持的语言

1. 作者用英文创建所有项目的文档.
2. The technical support team and Marketplace authors handle support requests in English.

8. 作者和会员支持

8.1. 作者支持

The free support plan does not cover any author-related questions, i.e.，项目上传问题，作者提款， etc. For all author-related matters, please contact the appropriate department at  marketplace@yy1007.com.

8.2. 下属的支持

The free support plan does not cover any affiliate-related questions. i.e.、提现、交通统计、 宣传资料等. For all affiliate-related matters, please contact the appropriate department at  affiliates@yy1007.com.

9. 项目支持

了解…的所有细节 项目支持服务 please refer to the corresponding section on og体育首页ONE website. Please note that og体育首页ONE company reserves the right to change or modify the terms and conditions without prior notice.

Our company reserves the right to change or modify the support terms without prior notice. 欲知更多有关 网站使用，查看我们的 Privacy Policy and 条款与条件.