Support Policy

Welcome to Item Support

Item support is a service provided by imithemes on ThemeForest and CodeCanyon. Having support for your purchased item means that imithemes will be available to you, the buyer, to iron-out any potential issues you have in using the item.

This page will tell you all about what you can expect from authors who sell supported items. Here’s a summary:.

What’s included Supported item – 6 months support from purchase with options to extend All items
Updates to ensure the item works as described and is protected against major security concerns Yes Yes
Discretionary version updates Yes Yes
Availability of imithemes of the item to provide item support Yes No
Technical questions about the item’s built-in features, functionality and third party plugins Yes No
Assistance with reported bugs and issues Yes No
Help with included third party assets (e.g. image sliders, contact forms) Yes No

Read the item documentation first

Many support queries and technical questions will already be answered in supporting documentation such as FAQ’s and comments from previous buyers. If you can’t find the answer you’re looking for then consider whether the author might be able to help.

What’s included in item support

The item support period

A supported item includes item support for 6 months from the purchase date. Response times by imithemes support staff can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided (see ‘fair-use’ later on).

If you’re about to purchase the item, you’ll have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.

Answering questions about how to use the item

For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).

Answering technical questions about the item (and included third party assets)

During the item support period imithemes support staff is available to:

  • Answer your specific questions about the features and functionality of the item
  • Provide some guidance on the way the item is designed
  • Help you with issues related to using the item and getting the most value out of its functionality.
  • Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.

Help with defects in the item or included third party assets

During the item support period, you can report and discuss bugs and minor item defects with us by creating a ticket here, and we are here to assist you with reported bugs. If appropriate, our support staff may issue bug fixes directly to you as part of item support. (If we decides to address a bug fix through a general version update, that update will be available to all buyers.)

Some of our themes/plugins may include third party functionality or items from other authors such as plugins, image sliders or contact forms. During the item support period, imithemes support staff will assist you with questions about third party assets, and to either help you to address particular issues with the third party asset or direct you to where you can find the solution.

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities

If our theme or plugin includes a third party asset (e.g., a plugin), or is intended to work with third party software or platforms (e.g. a CMS), we will make sure that the item remains compatible if the software or platform version is updated. This includes if the third party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers.

What’s not included in item support

Item customization

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, please email us at envato@imithemes.com

Installation of the item

You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS. If you’re just starting out or skilling up, try a course or tutorial on Envato Tuts+. If you’re after installation services, you can use our “Installation Service” from here.

Hosting, server environment, or software

imithemes is not liable to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

What’s included in all item purchases

Updates to ensure the item works as described and is protected against major security concerns

All of our themes and plugins should work as described on the sales pages on ThemeForest & Codecanyon and be protected from major security issues. Security issues are assessed by the impact they have on the buyer and their users. Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.

In the instance that there is something wrong with the item and you are expecting an update; depending on the type of update, it can take several days/weeks to properly fix, test, review and release.

Included version updates for all items

In addition to updating an item to keep it working as described or to fix major security issues, imithemes may from time to time and at their discretion, provide other updates to improve or modify the functionality of an item or fix other minor issues. Generally we will provide these type of updates more frequently to keep our items up to date for sale. In all instances, the new version of the item will automatically be made available to previous buyers through their Envato Account’s Downloads page.

Fair-use, and other details

We suggest that before you ask us for support, read the documentation (included with the downloaded item) and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.

We sell our items to many buyers, so the time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks for an author to properly fix, test, review and release. imithemes can also take breaks (e.g. a vacation) from providing item support. We will let you know of any extended breaks via the Support and Comments tabs on our items.