INTRODUCTION
Providing excellent support to our customers is one of our top priorities, and we are committed to ensuring that you receive the highest level of assistance possible. Our goal is to support our customers in their journey of utilizing Techvillage products to the fullest potential on their websites, as we take pride in standing behind our products and caring about our customers.
We strive to offer efficient and effective support within the guidelines outlined below. Please note that starting from September 1st, 2015, Envato has implemented a paid support policy for all items purchased on CodeCanyon. Please refer to the paid item support guidelines to understand how this policy may impact your support experience.
Here is the Envato official support policy: Envato Item Support Policy
SUPPORT SCHEDULE & FAIR-USE
We do our best to monitor the tickets around the clock, however, this is not always possible due to different timezones. We’re in GMT +6 and we aim to respond to all tickets within 36 hours (Sunday – Thursday) but is usually much faster. In some cases, this could slip up to 48 hours depending upon the workload.
Please understand, that we do have a very big user base, and although our support department keeps growing, our resources are limited. In order to make sure, that every customer gets the best support experience, we ask you to comply with a common-sense rule of fair use. Please also limit the number of tickets to the really necessary ones. In very rare cases, where users have expectations that go way beyond the fair-use principle, our support manager will let them know. Repeated violations or abuse of the support system can lead to a support account suspension.
Please also see Envato’s support policy fair-use clause.
RESOURCES AND TOOLS
This statement suggests that if you are facing an issue or have a technical question about a particular item, there is a high likelihood that you may find the answer to your question already documented in the knowledge base or online documentation provided by the item’s documentation.
In other words, before reaching out to the customer support team, it is recommended to first search for answers in the available resources. These resources could include FAQs, user manuals, step-by-step guides, video tutorials, and other similar resources that aim to provide users with a better understanding.