Support Policy

We're here for you ... as long as we are awake

Product Support Channels

For any account issues, or any issue related to our website, or issue related to the products you have purchased, please contact us via:
  • E-mail, this is our favourite support channel.
  • Contact Page, which is mostly meant for official requests, but we don't mind if you use it for any kind of request.
  • Support Tickets. Though we prefer email support, we also have a Support Tickets page which allows you to send enquiries trough our website under My Account page. Support tickets without replies in the last 5 days will be automatically closed. Also, support tickets that we might consider as being solved might be closed if they don't require a reply from your side, but if you consider different you can reopen the closed tickets anytime and continue the discussion.

We will not provide any support via Facebook, or Twitter, or other social network or chat. Also we do not offer phone support.
We may request you to e-mail us your login details when needed.

Support Hours

Our general support hours are Monday to Friday, 09:30 to 19:30 (GMT+2). During this time, we can generally provide feedback on any support queries within 0 – 24 hours, whilst we will also commit to answer any queries outside of these hours within 36 hours.

Extent of our support

We only cover support for our themes, and can’t offer general SocialEngine support that isn’t related to our themes, or if the theme's code has been customized by you or a 3rd party.
For general SocialEngine support you will have to use SocialEngine Knowledgebase.

Bug Fixing

It is our commitment to fix all bugs as quickly as possible after they are brought to our attention. During our general support hours, we can fix bugs within 0 – 48 hours.
We reserve the right to change or modify the Support Policy without prior notice.