Policy of medium
This support policy regulates user assistance that Templates Divi provides all customers, authors and affiliates. When using our website, You automatically accept the following terms. If you do not agree with any of the statements, Put on Contact us Before using our website, any of the pages, folders and subdomains. We have the right to change our support policy without prior notice. Therefore we advise all users to regularly consult this page and are aware of their latest version.
1. General Information
This policy explains the questions related to support and defines the problems covered by free customer and premium customer support plans. Besides, We will describe them in detail and cover the support time, The means and types of applications.
2. Support time
2.1. Free support
The general free support plan covers all the digital items bought, except services. Each template client Divi has the right to obtain free support during the first 12 (sweet) months from the date of purchase. The purchase date It is the date on which the customer creates the purchase order.*
* The support period can expire even if the customer bought the product but did not download it from the Administrator Panel or has not used it for some time after completing the order.
2.2. Extended support
You can prolong your free support time for others 12 (sweet) months buying a corresponding offer with the product.*
After buying the offer, get 12 (sweet) additional months of technical support covered by the section 5 of this policy. Choose the verification box * Expand support * on the product page and proceed to pay to buy this offer. This will obtain extended support at the best available price.
You can also expand your product support after free support expiration. Note that the offer price will be greater in this case. **
* You can buy this offer only if the author of the product has agreed to prolong the support for the item and if it is in stock at the time of purchase.
**The extended support offer is not subject to reimbursement.
3. Product documentation and technical support
All Divi Template articles have precise documentation of the product that includes:
- General product information;
- Installation instructions (If applicable);
- Frequent questions about the use of the product.
Be sure to consult the documentation of the article before contacting the technical support.*
Use our chat with artificial intelligence which will solve almost all your doubts before contacting technical support.*
See our section of Frequent questions to find a solution to your doubt or problem before contacting technical support.*
* The technical support equipment has the right to suggest the customer to verify the documentation of the related product without opening a ticket application if the customer's question is related to general product information, installation, or frequent questions without giving an exact answer during your communication.
4. Support channels
4.1. General support chat 24/7
Product support is provided only by the author of the topic. The general assistance chat of Templates Divi aims to help with simple questions that do not need a long and complex problem solution.
*The availability of the chat support agent depends on the number of active live sessions.
4.2. Ticket system
The Ticket system service is available from Monday to Friday* and aims to solve complex products of products by the authors of the Divi templates. If you have related consultations, Contact an author.
*The regular response time is 24 hours after the application. The real response time can vary depending on the complexity of the problem and the number of active support sessions.
** The authors of templates Divi assume full responsibility for supporting their products in stock and providing rapid and fast information. efficient answers.
5. Applications covered by technical support
Note that all elements need a different set of software requirements.* Each person has a different set of skills, But as a client, You must understand that you should have at least the basic skills to work with the corresponding skills software to edit the article successfully.
Be sure to carefully check the article documentation before contacting technical support.
Our free technical support plan covers the following points.
General support by chat **:
- Information on articles updates;
- Installation instructions;
- Ticket status update.
TICKETS SOPORT:
- errors reports;
- Complex problems related to templates that require a solution of more extensive problems.
*The exact software compatibility list is described on the article page. Please, Be sure to check it before making the purchase.
6. Applications not covered by technical support
Technical support does not cover the following applications:
- Installation of items;
- Personalization of articles;
- Hosting, server configuration problems;
- Additional CSS Rules Generation;
- Assistance with the code edition and the location of the code for editing;
- Make changes to the client's website;
- Velient and performance optimization of the website;
- Implementation update;
- Scripts implementation/third -party extensions;
- Problems with/caused by third -party extensions;
- Motor -related problems.
These can be performed by yourself or by the technicians of the Service center Templates Divi For an additional rate. These plans also include the service to solve problems that are not related to the template, For example, Those caused by the engine or third -party modules.
7. Support Language
- The authors create all the documentation of the articles in English and Spanish.
- The technical support team and the authors of Templates divi manage support requests in English and Spanish.
8. Support for authors and affiliates
8.1. Support to the author
The free support plan does not cover any author -related questions, that is to say, articles loading problems, Author's payment withdrawal, etcetera. For all issues related to the author, Contact the corresponding department in marketplace@tPLATESDIVI.com.
8.2. Affiliate support
The free support plan does not cover any questions related to affiliates. that is to say, commission withdrawal, Traffic statistics, promotional materials, etc. For all matters related to affiliates, Contact the corresponding department in affiliates@tPLATESDIVI.com.
9. Divi template articles support
To know all the details of the template articles support services Divi, See the corresponding section in templates divi website. Note that the Templates Divi company reserves the right to change or modify the terms and conditions without prior notice.
Our company reserves the right to change or modify support terms without prior notice. For more details about the use of the website, See our Privacy Policy y Terms and conditions.
