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Support Policy

Read the item documentation first

Many support queries and technical questions will already be answered in supporting documentation, support forum and comments from previous buyers. We also make sure that all of the items sold on Sneeit Market have documentation included so always check the included information and if you can’t find the answer you’re looking for then consider whether the support team might be able to help.

What’s included in item support

The item support period

After purchasing an item, you will have 6 months from purchase date to submit tickets to support forum to request below services:

  • Answer as about how to use the item
  • Answer technical questions about the item (and included third party assets)
  • Help with defects in the item or with third party assets which are bundled in the item

Our team will response you as soon as possible. But 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.

After those 6 months, you can not submit ticket to forum, but you still can access it, and our team will updates items to ensure ongoing compatibility and to resolve security vulnerabilities. You can always access the download tab in your profile to download the latest version of item. This service is life-time even your support term was expired.

If your support term was expired, you can purchase another license to expand the support period to another 6 months from purchase date.

Answer questions about how to use the item

During the item support period, our support team are expected to be available to answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments, documentation or FAQs).

Answer technical questions about the item (and included third party assets)

During the item support period our support team are expected to be 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.

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 the support team, and they are expected to be available to assist you with reported bugs. If appropriate, they may issue bug fixes directly to you as part of item support. (If a staff decides to address a bug fix through a general version update, that update will be available to all buyers.)

A supported item may include third party functionality or items from third-parties such as plugins, image sliders or contact forms. During the item support period, the support team are expected to be available to assist with questions about third party assets, and to either help you to address particular issues with the third party asset or direct you to where you can find the solution.

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities

If a supported item includes a third party asset (e.g., a plugin), or is intended to work with third party software or platforms (e.g. a CMS), the support team are expected to ensure the item remains compatible if the software or platform version 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 buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by the team, and enables our staffs to maintain the items in these ways.

What’s 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.

Installation of the item

Buyers have varying levels of experience 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’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.

Hosting, server environment, or software

Our support team are not required to support issues about 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 issues.

Help integrating third party assets

Our support team will not provide support service about installing or integrating third party assets for your site. But if an item includes third party assets (e.g. a plugin or slider) which are bundled in the item, we are will to provide support those assets.