This Support Policy describes our support practices for consistent, transparent, and predictable timelines for which our products are maintained and supported through this website (“Site”), which is owned and operated by Codeberry (also referred to as “we”, “us” or “our”). By using all or any portion of the Product and contacting Technical Support, you acknowledge that you have read and understood, and agree to accept the practices described in this Support Policy. We will not be able to provide you with our services or respond to any queries you may have if you do not comply with our terms or policies. Please read this Support Policy carefully and completely prior to opening a ticket, which will help you determine whether your issue is covered by us.
We reserve the right, at our sole discretion, to modify or amend the terms of this Support Policy from time to time in accordance with the terms thereof without notice. Your continued use of the Product following the posting of any changes to these terms will mean you agree to accept those changes. We will not, however, materially change our practices to result in a material reduction in the level of services provided during the Support Period.
The following capitalized terms shall have the following meanings. Capitalized terms used and not otherwise defined in this Support Policy have the meanings ascribed to them in the Product License or, if not defined therein, in the Terms of Service.
“Authorized Marketplace” refers to an online platform, other than this Site, authorized directly or indirectly by Codeberry to distribute the Stock Product to the Licensee.
“Certified End Product” refers to the End Product that has been implemented by Codeberry, provided that the Licensee paid a customization fee.
“Date of Purchase” refers to the effective date on which a commercial transaction with Codeberry occurs.
“End Product” refers to a customized implementation of the Product which requires time, effort, and skill to produce, and must be significantly different from the Stock Product.
“Install” means to copy or transfer the Product or other materials between a client and a server over a network, such as the Internet.
“Knowledge Base” refers to the explanatory or instructional materials regarding use of the Product.
“Licensee” or “You” refers to the individual or entity that acquires, downloads, installs, or accesses the Product from this Site or an Authorized Marketplace. For clarification, “Licensee” refers only to a single, specifically identified legal entity or individual, and does not include any subsidiary or affiliate of any such legal entity or individual or any other related person.
“Product” refers to all copies of Source Files and other Supplemental Materials that are licensed under the Product License and may be downloaded from this Site or an Authorized Marketplace. For clarification, “Product” includes, without limitation, any error corrections, updates and upgrades to, and new versions of, the Product that Codeberry provides or makes available to the Licensee.
“Product License” refers to this Product License Agreement, including all schedules thereto, as it may be amended from time to time in accordance with the terms thereof.
“Product Update” refers to a subsequent release of the Stock Product, which Codeberry makes available at no additional fee to the Licensee, and is deemed to be a successor to or substitute for the prior release (and may incorporate error corrections, updates and upgrades to, and may enhance or add to the features or functionality of, the prior release).
“Stock Product” refers to an unaltered Product as it was originally provided or made available to the Licensee.
“Supplemental Materials” refer to materials, other than the Source Files, that are provided or made available by Codeberry for use with the Product.
“Supported Browser” means, subject to an express statement to the contrary, (i) the most recent stable release version of Chrome, Firefox, or Safari; and (ii) Internet Explorer 9 and above.
“Technical Support” refers to the support service provided to a verified Licensee with help and advice about technical issues. It does not include training or fee-based customization services.
“Third Party” refers any person or entity other than Codeberry.
“Third-Party End Product” refers to the End Product that has been implemented by the Licensee or a Third Party.
“Unsupported Browser” refers to any web browser not listed as a Supported Browser.
Technical Support for the Product includes:
- Email support
- Knowledge Base
- Access to support resources on this Site
To receive Technical Support as described in this Support Policy, the Product must be properly licensed under the Product License. Technical Support is provided for issues that are demonstrable in the currently supported release of the Product, running unaltered or with certified customizations on Supported Browsers, as specified in your order or documentation.
Any Technical Support will be provided in our sole discretion without any guarantee or warranty of any kind. It is solely your responsibility to complete a backup of all your existing data before receiving any Technical Support. In no event shall we be liable for personal injury, or any incidental, special, indirect or consequential damages whatsoever, including, without limitation, damages for loss of profits, corruption or loss of data, failure to transmit or receive any data or information, business interruption or any other commercial damages or losses, arising out of or related to your use or inability to use the Product.
In the course of providing Technical Support, we may determine that an issue is beyond the scope of this Support Policy. We reserve the right, at our sole discretion, to refuse, suspend, or terminate your access to all or any portion of Technical Support for any reason, including but not limited to your breach of this Support Policy and the Product License.
General Support Services
Some of the ways in which we can help you successfully use the Product are:
- Answer questions about specific details, such as discussing available features, options, and limitations
- Isolate, document, and find resolutions for reported bugs and defects in the Stock Product or Certified End Product
- Provide limited assistance with concepts that require clarification in the Knowledge Base
- Provide limited guidance and general references to help you with browser compatibility, website usability, search engine optimization enhancements, and methods of efficient programming
The Product is designed to be modified by the Licensee if the Licensee chooses to do so. However, modifying the Product in a manner not authorized by us may limit or preclude us from providing Technical Support. Please contact us if you are unsure whether your planned modification will result in a supported configuration.
Product Updates and Bug Fixes
We provide maintenance through Product Updates or hot fixes that will be supplied individually or in bundles. While we attempt to provide fixes for serious issues, there may be cases where it is impractical or impossible to generate a fix due to compatibility issues or the potential for introduction of unwanted side effects.
We are under no obligation to develop any future functionality. Any Product Updates will be delivered to you or made available to you for download. You are solely responsible for downloading, copying, and installing the updates.
Technical Support is effective from the Date of Purchase. Unless otherwise stated in the order, you are entitled to a one-year support period (the “Support Period”) from the invoice date for each license. We are not obligated to provide Technical Support beyond the end of the Support Period.
There is no additional charge for Technical Support within the Support Period. If you need assistance to do any of the following, your request will be routed to an appropriate fee-based resource:
- Write custom code
- Design a custom website
- Customize the Product
- Debug a Third-Party End Product
To learn more about our customization services, please click here. Our support staff can assist you in engaging the appropriate professional services.
In order to keep valuable information organized, Technical Support is only offered through our Support Platform. We will not respond to any support requests left in the comment sections of an Authorized Marketplace or social media.
Privacy and Use of Information
The personal information you provide when submitting a ticket is used only to complete your request for Technical Support. We do not share this information with unaffiliated Third Parties. The email address that you provide in the support form is used only to notify you about the status of your ticket. We will not use this email address to contact you for marketing purposes unrelated to your request unless you agree otherwise.
When submitting a ticket, you will be required to provide information, such as your username, purchase code, and email address, that identifies you as a verified Licensee. Failure to provide this information might preclude us from taking action on your issue.
Support Hours and Language
Technical Support is available only in English from our headquarters in Florida, United States.
Support hours for questions with an assigned ticket number are Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern Standard Time. We will respond to you as soon as possible during our business hours. Our help desk is closed on weekends and U.S. holidays.
Before You Contact Us
Before contacting us, please try one or more of the following:
- Install any Product Updates
- Use a Supported Browser
- Consult the Knowledge Base for troubleshooting advice and directions
Gathering the Right Information
To receive the best possible support, it is beneficial to have all the necessary information prior to contacting us:
- Account username
- Account verification such as your registered email address and purchase code
Gathering specific information can help us gain some insight into the issues you need help resolving. To do so, here is a basic guide of what information we are looking for:
- Your domain name
- A screenshot of your issue
- A description of the issue
- History of the issue
- Any error messages you are receiving
- Steps we can take to replicate the issue
When You Contact Us
Upon contacting us, you will be required to engage in a diagnosis session to help determine the cause of your issue. If we determine that your issue is the result of a defect in our workmanship, we will resolve the identified bugs or defects.
Due to the nature of web development and operating environments, we cannot guarantee the time that it will take to resolve an issue. In addition, our response times may be affected if you fail or refuse to provide requested information. We make our best effort to resolve issues as expeditiously as possible.
An issue is archived upon mutual agreement. In cases where we are waiting for further information, we will make at least one attempt to contact you within a few business days. During this contact, we will communicate a timeline for archiving the issue if further information is not provided.
Information is not lost when an issue is archived. If for any reason in the future you need to discuss the specific issue that is documented in the archive, a new ticket will be opened and all information will be carried forward into the new entry.
If your Support Period has expired or if we determine that the issue is not covered under this Support Policy, we may be able to offer you service alternatives on a fee basis, or we can only provide very basic guidance. You would then need to hire an external developer of your choice if you do not have the skills to implement it yourself.
We will fix bugs, defects, and anomalies (style, rendering, and functionality issues); however, these fixes only apply to the Stock Product or Certified End Product.
Subject to the terms and conditions of this Support Policy, we will provide Technical Support for the following types of issues:
- Respond to problems with the Stock Product or Certified End Product that functions differently than advertised
- Provide Product Updates or hot fixes to resolve bugs or defects related to the Stock Product or Certified End Product, which were inadvertently introduced by us
Issues Not Covered
Except as otherwise expressly provided in this Support Policy, we will not assist you with the following types of issues:
- Install and customize the Product, unless the Licensee pays a customization fee
- Provide technical fixes for bugs or issues related to a Third-Party End Product, which were introduced by you or a Third Party during the alteration of the Product
- Convert or adapt the Product into a theme for other platforms such as Blogger, Drupal, Ghost, Joomla, Magento, Tumblr, and WordPress
- Resolve individual server issues, configuration, PHP upgrades, or hosting problems
- Ensure compatibility of the Product with Unsupported Browsers
Differences Between Issues and Customization Requests
To help you identify the differences between issues and customization requests, we will provide you with a few examples.
Issues, based on the following examples, interfere with the intended functionality of the Product:
- The Product is broken and does not work as advertised. I have set it up on my server, but for some reason, it does not look as it should in the live demo.
- The Product has an obvious bug, which is preventing me from using it properly.
We provide Technical Support for these types of issues as they prevent the Product from working as advertised.
The following examples demonstrate personal preferences rather than legitimate issues with the Product:
- How do I change an element in the Product to look or function differently from the live demo?
- A Third-Party plugin that I installed causes undesired or unexpected behavior in the Product.
- How do I add or remove an element in the Product?
These requests require customizing the Product beyond its intended functionality, which is beyond the scope of this Support Policy. If you need assistance with customization, your request will be routed to an appropriate fee-based resource. To learn more about our customization services, please click here.
We cannot guarantee the authenticity or accuracy of the listings of any Products you obtain through unauthorized or illegal channels. In some cases, the use of an unlicensed Product may pose an increased risk of reliability issues and will not be covered by us.
Any Products that you did not acquire lawfully or that you acquired in violation of or in a manner inconsistent with the Product License will be deemed as a material breach of the Product License. In the event of a breach, we shall have the right, in our sole discretion, to terminate your access to Technical Support. You will no longer be entitled to download, receive, or apply updates, maintenance releases, or any other support services. We shall have no liability to you or any Third Party should we modify or discontinue any service or an aspect thereof.
We will not tolerate abuse from users in any form. Rude, abusive, or aggressive behavior includes targeted abuse of a personal or general nature, mistreatment, harassment, threats or blackmail, and offensive or inflammatory language. You agree to accept that we may, at our sole discretion and without prior notice, terminate your access to Technical Support and/or block your future access to this Site if we determine that you have repeatedly or egregiously violated our policy on abusive behavior.
Changes to This Support Policy
As this Site continues to develop, we may add new services and features to them. In the event that these additions affect this Support Policy, or if other changes in our support practices or applicable laws necessitate changes to this Support Policy, this document will be updated accordingly.
How to Contact Us
If you have any questions or comments about this Support Policy or our practices, you may contact us via the online form on this Site or by emailing us here. Please note that we will not use the information provided via these functions to contact you for marketing purposes unrelated to your request unless you agree otherwise.