Support Policy
This is a free support for our customers. We have provided a contact form that has various fields where you have to fill in the details about technical and non-technical issues you’re facing, your personal details, and other things. Once we receive the communication we issue a ticket number to you and designate a person to attend to your problem. We respond to you within 24 hours. Once our team member resolves the problem we take feedback from you and close the ticket.
Support Method:
We offer email support. Our support email id is clearly mentioned in the website.
Support Hours:
Our Support Window is open from Monday through Friday between 10:00 – 19:00 IST Response time: 12-24 hours.
Support Period:
We have extended provision for support for all our customers whether they are free or premium theme users. For our free themes are available on WordPress official website, we offer basic email support and you can also visit Ozen Themes Support forum on our website. However for our customers of premium theme, we offer a lifetime of support.
Support We Offer:
We offer support related to business transaction that has happened between you and Ozen Themes. We help you resolve roadblocks while downloading, installing, configuring Theme etc. Our support includes both presale & post sale support.
What We Do Not Support:
We offer standard WordPress Support which does not include helping user with major customization requirements, incorporating changes in the basic theme we’ve designed and showcased any kind of modifications in the themes designed by us. For carrying out modifications yourself you can visit WordPress forums.
When client wishes to use apps designed by other programmers or third parties on themes designed by us, it is not part of our job to help clients install them or configure them. We don’t provide any support for their plugins on our themes. If you face issues at any stage of plugin installation you have to contact people who designed plugins.
We’d also like our clients to note that we are not responsible for providing support related to your hosting server diagnostic and its maintenance. It may include among other issues, SEO, speed optimization of theme, etc.