Support Coverage

Estatik Support Coverage is a list of issues that are included in free support provided by Estatik team. Please read it below carefully and keep in mind when using Estatik products and services.

Estatik Free Support does cover:

1. Covering installation and setup issues connected with the plugins/themes bugs.

2. Fixing bugs in any of Estatik plugins/themes features and widgets.

3. Answering on how-to-install/how-to-use/how-to-congifure/how-to-update questions.

4. Fixing issues and providing help with update process from previous to current versions of plugin/themes, upgrade from Simple to Pro versions.

IMPORTANT: In order to provide any technical support for Estatik products the required access credentials should be granted to Estatik support team. Such credentials include FTP access, WordPress admin access, cPanel access and any other required data in special cases. If access credentials are not available, technical support cannot be provided.

NOTE: We use access information to access customer’s systems only where it is absolutely necessary to provide the requested support. 

Estatik Support does NOT cover:

1. Issues with Estatik plugins/themes caused by 3d-party WordPress plugins or themes.

Our advice: please contact 3d-party WordPress provides to figure out the issue. From our side, we will confirm if this is 'their' job or not.

2. Issues caused by IE 8 and below.

Our advice: please upgrade right now to keep up to date!

3. Customization requests.

Our advice: please contact us and we will do our best to help you.

4. Troubles caused by customer's web server.

Our advice: contact your hosting provider to check if your server meets our applications criteria.

5. Troubles caused in result of code modifications made by customer.

Our advice: please let yourself be responsible for the plugin/theme operation after you touched the code, if you still need our help - support can be offered on paid basis only.

IMPORTANT: Please note that the reference point for finding issues is our demo website. 3rd party template issues, conflicts with 3rd party products, web-hosting issues, or design preferences cannot be considered  as software bugs.

Estatik Support can be provided only:

a) via support area on all major questions and issues

b) screenshots documentation and video tutorials

c) live chat for pre-sales questions

We do not consult via phone or other devices.

IMPORTANT: Purchase and/or installation of Estatik product includes one year of free support provided by Estatik support team according to aforementioned terms and conditions for one website/domain. After a year support service can be offered on a paid basis only - with Estatik subscription prolongation for another year or in accordance with estimation for required work for fixing the issues.