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Support Policy

Support hours

Our general support hours are Monday to Friday, 10:00 – 20:00 (GMT +1)
Generally we will provide feedback on any support queries within 24 hours (Monday to Friday). But note, that depending on the issue complexity and our workload it can take up to a few days.

Read the item documentation first

Many support queries and technical questions has already been answered in product documentation. All of the products sold on Olegnax have documentation so always check the included information and if you can’t find the answer you’re looking for then feel free to contact our support team and we’ll do our best to help you.

The item support period

A supported item includes item support for 6 months from the purchase date. Response times 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 (see ‘fair-use’ later on).

If you’re about to purchase the item, you’ll have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.

When we provide Support

  1. We only provide our themes related or presale support. Help for our products is conducted through the help form on our website or our envato account https://themeforest.net/user/olegnax. If you encounter any problems or have questions once you purchased the theme feel free to drop us a notice at https://olegnax.com/help
  2. Please Note: We may request you to e-mail us your login details when needed. But, please, do NOT send your login details to any other emails except mail@olegnax.com
    Also DO NOT post your login details in posts and comments on our website or forum.
  3. We only cover support for our themes, and can’t provide general WordPress or Magento support that isn’t related to our themes.
    For general WordPress support you will have to use www.wordpress.org/support, Magento https://support.magento.com/hc/en-us.
  4. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS. We do not help to install WordPress or Magento and do not teach CMS basics such as “what is post and categories”.
    You can find online manual for each CMS on their official website: WordPress, Magento
  5. We understand that there is a fine line between what is considered support & modifications. We will try help you with any type of query (support or modification), but we can’t provide extensive help in terms of modifications. Technical support takes priority over modification support.
  6. Our software is designed to work with a specific Software version or edition and its use on a version or edition other than specified is prohibited. Olegnax does not provide support in case of incorrect version or edition use.
  7. During the item support period we are available to:
    • Answer your 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 or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.

Modifications

If you are requesting modification help, which only requires us to publish a couple lines of code, we will be glad to assist you. If however your query requires more than that amount of code to be published, we can only provide guidance and you would then need to hire a worker if you don’t have the skills to implement it yourself. We do not support our themes if they were heavily modified, as we do not know what has been changed.

Bug Fixing

It is our commitment to fix all theme bugs as quickly as possible after they are brought to our attention. If bug reported, it will be fixed within a couple of days and the theme package will be updated with the fixed version. In case you personally reported a bug, fixed version will be also sent to you by email.

Fair-use, and other details

We have outlined what item support is all about and we ask that you’re mindful of the developers’s time when making item support requests. We suggest that before you ask for support, read the documentation (included with the downloaded item or available online) and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.

The time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks to properly fix, test, review and release. We can also take breaks (e.g. a vacation) from providing item support.