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Support

Support & license policy

We strongly believe in what we do, and our goal is to create beautiful and functional products that you can use and enjoy.

For this reason, every product of ours comes with extensive documentation and support, and is regularly updated, if needed.

You can access the product documentation both inside the product you’ve downloaded or online on our Support platform.

Our Support platform offers a ticket system, by which you can notify us of a problem with the product.

In order to keep valuable information organized, and to provide a better service to our users, please note that support is offered on the Support platform only. Support requests submitted elsewhere (Facebook, Twitter, email, etc.), will all be redirected to the Support platform.

The support service may be subjected to alterations over time, or be temporarily suspended for various reasons, such as system maintenance, vacation period, etc.

Changes about the support service will be promptly communicated on your dashboard and other communication channels (Twitter, Facebook).

License

Items sold on this shop are license based: when you buy a product you are entitled to the following:

  • item’s download file(s)
  • 12 months support for your purchase,
  • 12 months of free updates for your purchase,
  • 12 months of automatic updates right from the administration panel, for up to the number of websites that defines your license.

Tickets

We’re very committed to offer quality support, yet we’re a small team and we do our best to help our customers with the product they have purchased.

As you’ll understand, the difference between what is considered support and what is a modification to the product as it was originally released is very thin: it’ll be our care to fix bugs and anomalies (style, rendering and functionality issues) only directly referable to our products.

Bug fixes

Bug fixes are covered by our support, and bugs notices must be sent via our ticket system.

When submitting a bug report, try and be as descriptive as you can, in order to put us in the condition to fully address your issue.

It is our care to fix bugs as quickly as possible.

Security issues

If you have encountered a security issue that isn’t addressed in a released version of the Product, please contact security at justevolve.it with detailed information.

Customizations

If you are in need for a customization on one of our themes or plugins, you can ask us for a quote. We offer services ranging from development to design: we analyze your request, agree on turnaround times and costs, and deliver the customization to you. This way, not only you get skilled people to work on your project, you also benefit from the fact that those people are the ones who designed the theme/plugin in the first place, so they know it by hand.

You can request a customization by going on this page.

Support hours

Please note that we reply to support questions during working weekdays (monday through friday) and that we’re located in the GMT+2 timezone (central Europe).