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Support Guidelines & Policies

Thank you for purchasing one of our premium items the Envato market. Supporting all of our customers who have purchased our items is very important to us and we strive to provide the best possible support experience available. If you are stuck, please do not hesitate to contact us. We are here to help!

Item support schedule

When you submit a ticket to our Help Center you can expect a reply within 2 business days. The response time can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided.

The average wait time in 2019 for the first reply is 9.52 hours. 22% of tickets are replied to within 0 to 1 hour, 41% between 1-8 hours, 29% between 8-24 hours, and 7% more than 24 hours.

During the week Monday to Friday, you can expect to get a reply within 24 hours. Saturday and Sunday up to 48 hours.

As of September 1, 2015, Envato introduced paid support for all items purchased on ThemeForest and Codecanyon. Below we have provided item support guidelines, and how this affects you:

What is included in item support?

The item support period

All items purchased include 6 months of support from the purchase date. Increase the item support period up to a maximum of 12 months from the date of purchase and save 57% on the support.

Answering questions about how to use the item

During the support period, we are available to answer general questions about the item and how to use it. We encourage you to check out our knowledge base and FAQ before submitting questions to our Help Center.

Answering technical questions about the item (and included third-party assets)
  • During the support period, we are available to answer specific questions about the features and functionality of the item.
  • Provide some guidance on the way the item is designed.
  • Help you with issues related to using the item and getting the most value out of its functionality.
  • Answer questions about third-party assets and functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.
Help with defects in the item or included third party assets

During the item support period, you can report and discuss bugs and minor item defects with us, and we will be available to assist with reported bugs. If deemed appropriate we may issue bug fixes directly to you as part of item support. However, we generally try to address a bug or compatibility fix through a general version update, that will be available to all customers.

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities

If a supported item includes third-party assets (e.g. a plugin or Javascript) or is intended to work with third-party software or platforms like WordPress, we will ensure the item remains compatible if the software or platform is updated. This includes if the third-party asset has a security update. Item updates of this type will generally be delivered as version updates available to all customers.

What is not included in item support

Item customization

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend contacting us to see if we can offer paid customization services. If we can’t take on the customization task we do have a partner that can help.

Installation of the item

Customers have varying levels of expertise with different software platforms and technologies and getting your item up, and running can depend on many variables that are specific to your circumstances. You will need to have a working knowledge of WordPress and the technologies for which our items are created. Item support does not include help to install the item on WordPress. If you are starting, we recommend you to check out our professional Training Videos.

Hosting, server environment, or software

We are not required to support issues related to your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issue.

Help from authors of included third-party assets

If one of our items include a third-party asset (e.g., plugin or slider), the author of the third-party asset is not required to provide support for that asset unless you have a license (Item Purchase Code) directly with the author.

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