Last Modified: Jul 26, 2017
About this Support Policy
This Support Policy describes what support you can expect from Heavy Heavy with regards to Viability products.
If you have questions about this Support Policy, please contact us. We reserve the right to amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from July 1, 2017.
What Our Support Service Covers
We only support our Products, sold on getviability.com. Our Support Service includes assistance with Product installations, configuration and use. If you need help setting up or configuring your theme, please first check the related documentation and our Frequently Asked Questions page. Your question might have been answered already. If it has not, please submit a support ticket.
Themes are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a support ticket by going to the Help & Support page in your WordPress dashboard. Under the Support tab, select a support topic, fill out the form, and click on Submit.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk1 for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, make sure to follow the steps in our self-help guide first. If you don’t, we might ask you to go through these steps.
What Our Support Service Does Not Cover
We provide our Products as is. While we can help you to configure our products within the capabilities of each plugin, we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you, this includes but is not limited to: altering the code, changing the files, and/or installing a plugin that alters any of our code or files.
Unfortunately, poorly secured WordPress installations are vulnerable to malicious scripts or hackers. In the aforementioned list of unsupported customizations, we cannot support our products if we feel your WordPress installation is compromised.
We only provide Support Services through our Helpdesk. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
Our Frequently Asked Questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.
Our general support hours are Monday to Friday, 9:00 AM to 5:00 PM (Central Daylight Time, or UTC–5). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
- “Helpdesk” means the Support Service interface, accessible through your WordPress Dashboard. ↩