Support Policy

We, at REI Conversion stand by our products and believe that they are the best possible solutions we deliver. However, if you come across any issues or incompatibilities, you can open up a ticket at our support center and allow us to help you resolve your issue. Dedicated support is promised to only those who possess an active license. Free copies and expired licenses are not liable for free support. You will have to purchase a licensed copy or renew an expired license in order to be able to get help from our developers.

Overview

This Support Policy describes what support you can expect from us for the REI Conversion WP theme. If you have any questions about this Support Policy or do not agree with it, please contact us before using the Website or the REI Conversion WP theme.

We may amend this support policy occasionally, so you should check this page from time to time to ensure that you are aware of any changes that have been made. This Support Policy is effective from the 1st December 2018. 

What’s included in support

REI Conversion support is provided via our email ticketing system and includes the following:

  • Answering questions about REI Conversion WP features and functions
  • Responding to any bugs you may have found in the theme 

What’s not included in support

  • Domain, hosting, or email related issues and settings
  • Customization services or any other custom work
  • Logging into your site to investigate or fix any issues you have with your site
  • Third-party plugins integrations
  • Server diagnostics, maintenance or any other server related service
  • Any other things that are not related to our products directly
  • Themes modifications and customizations

When creating a support ticket, the user is required to provide the license code.

Support hours & estimated response time

Our official support hours are between 9AM and 5PM (Pacific time) Monday – Friday.

We aim to respond to new tickets within 24 hours (Monday-Friday). Please note this is only an estimate and our actual response times may vary depending on support load and we may well take longer to respond to more advanced or technical queries.