You take first priority in every decision we make. Every day we make sure it’s our customers — not shareholders or profit models — that are the reason for everything we do. We feel putting people first isn’t just the right way to do business, it’s the right thing, period.
Always clear and honest
Integrity sits at the heart of our culture. All our interactions are honest, action-oriented, and decisive, whether they’re with a customer or a co-worker. You’ll always get authenticity.
Customer service commitment
You’ll always be backed by a Support Team that’s renowned for being one of the most knowledgeable, friendly, and professional in the business — consistently getting rave reviews.
Should you ever have a problem or question, we guarantee that one of our service professionals will investigate and respond within 24 hours, Six days a week.
Standard Support Time: 09.00am to 10.30am & 7.00pm to 8.00pm (Free)
Premium Support Time: 10.00 am to 9.00am (Monthly Payment)
Many support queries and technical questions will already be answered in supporting documentation.
A supported item includes item support for 3/6 months from the proposal/work order date. Response times by the company 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.
- Answering questions about service
During the item support period, the client is expected to be available to answer your general questions about the item and how to use it. 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.
- 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.
- A supported item may include third-party functionality or items from other authors such as plugins, image sliders, or contact forms. During the item support period, the author is expected to be available to assist 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.