Items purchased from Envato Marketplace
Items purchased from Envato CodeCanyon are subject to Envato’s support policy; for more details, check the link below.
Items purchased from SCODEWARE
What’s included in item support
The item support period
A supported item includes item support for 6 months from the purchase date. During those 6 months, we will be available to provide the item support services we’ve set out on this page. Response times 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 how to use the item
During the item support period, we will 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 (e.g. in the comments or FAQs).
Answering technical questions about the item (and included third party assets)
During the item support period the author is expected to be 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 item defects with us, and we will be available to assist you with reported bugs. If appropriate, we may issue bug fixes directly to you as part of item support. (If we decide to address a bug fix through a general version update, that update will be available to all buyers.)
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, we will 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.
Item updates to ensure ongoing compatibility and to resolve security vulnerabilities
If a supported item 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 ensure 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 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, we recommend contacting us to see if we offer paid customization services.
Installation of the item
Buyers have varying levels of experience with different software platforms and technologies, and getting your item up and running can depend on many variables that are specific to your circumstances. 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. If you’re after installation services, you can ask if we privately offer paid installation services.
Hosting, server environment, or software
We are not required 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.
Help from authors of included third party assets
If a supported item includes a third party asset (e.g. a plugin or slider), the author of the third party asset is not required to provide support for that asset to buyers of the supported item. Please direct your questions about third party assets to us.
What’s included in all item purchases
Updates to ensure the item works as described and is protected against major security concerns
All items should work as described (in the preview, screenshots, item description, etc) 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.