Convergine Support Policy and Terms of Service

Things to know, BEFORE purchasing our products

        • We provide free support to our customers within 48 hours.
        • All support communication is done through support forums only, no direct e-mails.
        • All support inquiries are equally important to us and there are no 'emergency' cases.
        • We will not be held responsible for any deadlines or delays in your own projects.
        • FREE Support will be provided only for original, NON MODIFIED PRODUCTS.
        • We do not provide support for issues arisen on local servers
        • Support is provided for one domain/project per one regular license

Now in more details ... what kind of support is included?

We provide basic support for our products totally free of charge, as a compliment to our customers. We strive to respond to all requests within 48 hours, in same order requests come in. However, please understand that we are NOT REQUIRED to offer support by Envato, neither is this implied or included with purchase of our products. Please also note that we are not responsible for any delays in your projects and we will not tolerate rudeness in any sort of way, such requests will be simply ignored/deleted.

What is not included in 'Basic Support'?

        • Third-party plugins and integrations
        • WordPress Support & How-To's (There is plenty of information on wordpress.org forums for that)
        • Addition of New Features
        • Extending Default Product Features
        • Product Modifications and Customizations
        • Coding lessons. We cannot teach you HTML, CSS, JS, PHP or any other language
        • Product installation on your server

Why you cannot install product on my website for me ?

We certainly can, however it is not included in basic free support. Each product comes with installation manual and if you follow instructions it should take you less than 5-10 minutes to install. If for some reason you don't want to install it yourself or you have issues with installation which you don't want to debug through support forum, or you don't want to spend time on looking for solution - we can install our product for you on your site however it will cost you $80 USD (paid upfront, non refundable, product must be purchased by you and valid product license must be provided along with FTP/MySQL/PHPMyAdmin access information). It is important to understand that this is only product installation, and not INTEGRATION into your site (by all means it is not the same).

Ok, how do I contact you for support?

We only offer products related support via support forum. We will NOT provide any support via direct e-mail. If you are experiencing account problems with our support forum, please feel free to contact us via e-mail, but only under these circumstances.

When can I expect to receive reply from you?

Our business hours are Monday - Friday, 10:00am - 5:00pm (GMT -5) and support is provided only at that time. Upon posting to the support forum, we make it our goal to respond within 48 hours. (Sometimes we monitor the forums during non-hours and weekends, however this is exception cases, since we do value time which we can spend with our families.)

I need custom adjustments, can you do it?

Certainly! We can assist you with any custom development or custom design whether it is related to our products or not. Our standard hourly rate is (USD) $80 per/hour. Custom development quotations are provided only through direct e-mail, you can send your technical description to info.at.convergine.com or fill out the contact form on our main website. We will reply with a quote within 24 hours.

I think I found a bug, what should i do?

If you find a bug in one of our products you should post the bug on the support forum. We try to address any bugs as quickly as possible once they are brought to our attention. Once we have corrected, tested, and updated our product, we notify of an available update ready for download via our support forum, you can then head on over to the envato marketplace to re-download the new version of the theme files free of charge.

Do you offer 'reseller/developer licenses' for your products?

At this time - no. We sell exclusively through ENVATO marketplaces and each product installation must be accompanied with unique license key.

I have issues with your product and I want full refund.

Unfortunately we cannot issue any refunds for any of our products. If you do want to get a refund you must contact ENVATO directly.
Please note though that any custom design or development work is non refundable neither by us nor by Envato.