Support Policy

Your experience with CONJ doesn’t stop at the checkout. We are committed to providing you with the support you need to take full advantage of its features and get up and running in no time.

This Support Policy describes what support you can expect from our Company in regards to your purchase of CONJ. By purchasing a License Key and/or downloading and using the CONJ theme, you agree, without reservation to be bound by the policies of this page. If you do not agree with these policies, please do not purchase a License Key and/or download and use the CONJ theme or its companion (PowerPack) plugin.

You may not accept the following policies if you are not of legal age to form a binding contract with MY PREVIEW LLC.

This site www.conj.support and www.conj.ws (“the Company”, “we” or “us”) are both owned and operated by MY PREVIEW LLC.

Support

We are committed to maintaining high standards of technical support when required by our users, and to setting and meeting clear expectations.
 
The expectations described below represent our support guarantees. In practice, we seek to exceed those expectations.

Channel

Support is only provided via our dedicated public forum

We do not provide support via any other channel (including, but not limited to email, Twitter, Facebook or over the phone). Although you may find information about CONJ in third-party websites and articles, please be aware that we do not moderate those. Our Company can only assist you via our dedicated support forum.

If you need help setting up or configuring your theme or its companion (PowerPack) plugin, please first check the documentation site and have a look to our frequently asked questions page which contain answers to most questions and yours might have been answered already. If it hasn’t, feel free to create a new discussion here.

Bug fixing

When a bug is reported to us, we commit to fixing the issue as soon as possible. For smaller issues, and when possible, we will try to provide a solution or workaround via our dedicated support forum as a temporary fix while we’re waiting for a new version update.

A bug is only valid when it is an issue with the set of features we advertise about CONJ or its companion (PowerPack) plugin. A new feature request or a new integration will not be considered as a bug.

Customization

We do not customize CONJ or its companion (PowerPack) plugin for your specific project requirements. We provide CONJ as is and as described in our product page (www.conj.ws) and other supporting documents on our website.

Anything that changes the look and feel or the functional aspects of the theme or PowerPack plugin is considered a customization. In case you need customization, we do try to provide you with as much guidance as possible and offer advice or direct you to appropriate resources and service providers. However, we do not take responsibility or endorse any third-party solutions for your project.

Troubleshooting

Occasionally, we may ask you to (i) provide our Company with reasonable detail of the nature of and circumstances surrounding the Error or bug report, (ii) provide our Company with reasonable access to your environment (WordPress setup) as necessary to enable our team to provide support; and (iii) provide our Company with reasonable cooperation in the diagnosis and resolution of any Errors.

Please make sure to create a proper backup of your site when providing us with access to your server and remember to always change your password information or remove access, after our support team helped you with the Error or bug report.

While our support team takes all the necessary precautions when working on your server, the Company does not accept any responsibility for any damage, or loss of data caused as a result of working on your server.

Documentation

We are committed to maintaining up-to-date and accurate resources for both CONJ theme and its companion (PowerPack) plugin all time. These include introductory materials and tutorials, how-to guides for common tasks, reference guides to components and editor blocks in WordPress, and explanations of concepts and technologies used around all built-in e-Commerce functionalities.

We update these resources on a continuous basis, and welcome feedback from our users.

Language

Support is only available in English and for the latest version of CONJ identified or released by our Company as Stable Release.

Response time

Support is offered on a best-effort basis, and during weekdays only. Depending on the nature of the issue and other support priorities for our Company and team, you may receive a response from within less than an hour to a few days.

Lite version

Our Company offers free and limited support for CONJ Lite (Free) users which covers basic usage questions and general advice for troubleshooting problems to help you get your website off the ground. However, note that replies might be delayed by several days and aren’t guaranteed.


You may request a community support or help at anytime here.

Coding features

In case you have written a piece of code that should perform some function and it is not working, we try our best to help you and fix the problem, give advice on how to do things, provide small snippets as examples for use or styling, help with templates. However, we will not write whole sections of code that can be considered as custom work.

Disrespectful conduct

Our Company reserves the right to suspend support services without notice for any user deemed to be abusive or disrespectful to our support team or other users/customers. 

We are an independent shop and have chosen to keep our team small and will not tolerate any abusive conduct.

Who can access support?

To be able to register and create a new discussion in our support forum, you will need to have an active license for your copy of CONJ. Your license comes with a year’s worth of updates and support for free.

What is not included?

Please understand that CONJ is designed to be DIY endeavors — a basic working knowledge of WordPress and WooCommerce is required to get the most out of both theme and PowerPack plugin. Users requiring higher levels of support are encouraged to seek out a professional web developer for assistance with their project.

  • Support for products from third-parties.
  • Fixing issues related to integrations with other third-party plugins, software or add-ons that are not mentioned on our product/landing page, as supported integrations.
  • We do not give general WordPress support. You can find resources and answers around WordPress in the WordPress.org forums.
  • General WooCommerce Support. We do not provide support for issues that are not closely related to our products. Please use the WooCommerce support forum for general related issues.
  • Customization and modifications (including, but not limited to color changes, typography, layout adjustment, image changes etc…)
  • Adding new features to CONJ, or extending the existing functionality.
  • Issues caused by user modification either in CONJ or core WordPress, styling or functionality.

Please understand that providing assistance with customization and modifications can take up extra time from our support team, which can be hurting to their productivity and ability to respond to another customer with a valid issue, in a timely manner. And that customer can sometimes be you.

Support policy changes

Our Company reserves the right to update and change our support policy from time to time without notice.

Continued use of our Company website and CONJ theme after any changes shall constitute your consent to such changes. You agree to check this page periodically for new information and policies that govern your use of our Company services and support.

By using our website, you hereby consent to our Support Policy.

Last updated: 4 months ago

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