Our Support Policy
Support Channel & Availability
OxyThemes provides support for our Premium Kliqqi Templates to customers who have an active Template License. If you have an inactive Template License, you must renew in order to avail our support service. OxyThemes provides the support service by email through our contact form. We do not provide any type of support via forum, Facebook, Twitter, phone, live chat, private messages or any other support channels.
Our support hours are MONDAY - FRIDAY, 08:00 - 17:00 (GMT +8). During this time, we can provide feedback on any support queries within 12 - 24 hours. We're closed on weekends, public holidays and other such events in which support will be unavailable.
Scope of Our Support
There's a difference between what is considered support & customization. We can only provide support on our Kliqqi templates. Officially, we will not offer help on customization of our Kliqqi templates. Support is provided for our Kliqqi templates as they are intended to function out of the box. Anything that changes the way they look or function by default is considered customization.
If time allows, we may try to help you with customizations if they are very easy to do, involves only a few lines of code and do not require a lot of time to complete. However, you should not count on it because we officially do not offer help on customization.
The scope of our support includes the following:
- solving issues with template installation
- solving template's built-in functionality that does not work (i.e. popup login form)
- very basic CSS and styling adjustments
- bugs fixing
- fixing Kliqqi compatibility issues
The scope of our support DOES NOT include:
- customizing and modifying the template
- solving on any errors relating to template customization
- fixing on any broken styling as a result of template customization
- adding new features or extending current avaiable features & functionality
- solving issues for Kliqqi modules not bundled with our template
- customizing and modifying Kliqqi modules' templates to match our templates' design
- general Kliqqi support (please use the Kliqqi Forum for that)
With every support request, we will try to respond as soon as possible and solve the issue within our first response. In cases that we cannot do that in time, please be patient. For sure, we're trying to come up with a solution.