PROVIDING A GREAT SUPPORT EXPERIENCE

I want your experience with SeventhQueen products to be awesome! That’s why I spend so much time writing in-depth documentation, recording video tutorials, and refining the product interfaces with in-product documentation and tips.

In the case that all these resources have failed you, the support center is meant to provide a means of answering questions that haven’t yet been covered in any of the support materials. These Support Terms will lay out exactly what you can expect here, what your responsibilities are, and what is – and isn’t – provided with free support.

It is my intention to provide you with all the documentation necessary to effectively use my products as they are intended to be used; that comes with the expectation that you will take the initiative to search all resources available before requesting one-on-one support, as well as the understanding that customizations and features beyond the advertised feature set are your sole responsibility. I feel this is fair to all parties involved.

I believe that these terms are very reasonable and simple common sense to the majority of my customers – you guys are awesome! Sadly, due to some abuse of my overly generous support practices in the past, I’ve had to make these terms explicit.

Just know that I’m still here offering great support for all reasonable requests! And thanks again for purchasing a SeventhQueen product, I truly appreciate it!

What is supported?

This table gives a simple overview of what types of questions are supported. For those that are not supported, please consult a freelancer or research your question online – Google is an incredible resource.

Supported

  • Bug fixes
  • Product usage questions
  • Integration questions
  • Small CSS customizations
  • General product questions

Not Supported

  • Customizations
  • Issues caused by your customizations
  • Issues caused by other themes/plugins, where the other product has not followed WordPress standards
  • Non-product-specific WordPress/PHP/HTML/JavaScript usage questions

Bug Fixes

ALL BUGS WILL BE FIXED

In instances where a product feature is broken, or does not work as described, these are bugs. I’m committed to fixing all bugs as soon as possible. Whenever possible, I will provide steps to fix minor bugs manually until the new version can be released. Major bugs will be given the highest priority.

Note that issues that are caused by bad code from other themes or plugins are not bugs with the affected product.

Usage Questions

QUESTIONS REGARDING OUT-OF-THE-BOX FUNCTIONALITY OF THE PRODUCT WILL BE ANSWERED IN THE FORUM; HOWEVER, YOU SHOULD MAKE THE EFFORT TO CONSULT THE PROVIDED SUPPORT MATERIALS FIRST

Theme usage

It is my goal to cover all usage questions in the support guide and video tutorials. Therefore, it is the customer’s responsibility to review these materials before posting in the support forum. All guides are published online and are searchable using the search box or CTRL+F – it is MUCH faster to search the guide than to wait for a response from support!

WordPress Usage

There are core features in every WordPress installation which are not a result of my products. As a WordPress user, you take on the responsibility of learning how to use the WordPress system. If you are new to WordPress, there are a huge number of great resources out there to help you. Remember, Google is your best friend. A quick search will almost always answer your WordPress questions, since the community is so enormous – it is incredibly likely that someone else has already faced your WordPress problem and solved it

Customizations

CUSTOMIZATIONS ARE THE CUSTOMER’S RESPONSIBILITY. THEY ARE NOT INCLUDED IN SUPPORT.
Customizations are any modification or change to the design, look, layout, content, or functionality of the product – anything that requires a change to PHP, CSS, javascript, or HTML. Customizations are the sole responsibility of the customer, and are NOT provided with support.

Why not ?

While I’d love to have the resources to help everyone with their customizations, as support is not included in your purchase price, spending hours per customer on customizations is simply not possible. By excluding after-purchase services from the price of the product, we are able to sell you awesome products at crazy low prices. You get a great working product for cheap. If you want to make changes to that product, it’s time to consult a freelancer. SeventhQueen has partnered up with the awesome WordPress customization shop, WerkPress – shoot them a message and they can help you out with all your customization needs.

Feature Requests

FEATURE REQUESTS WILL BE CONSIDERED; IMPLEMENTATION IS AT SEVENTHQUEEN’S DISCRETION

If you have a feature request, feel free to post it in the forum – I love to hear your great ideas! I consider all requests, but make no guarantees of future incorporation into the product. While I have included many customer feature requests in the past, all suggestions will be considered based on their value to the customer base as a whole, and weighed against the complexity they add to the product. In other words, complicated functionality which only benefits a few users is unlikely to be adopted as core functionality, and is better pursued as a customization.

License Registration & Restrictions

SUPPORT IS LIMITED TO ONE SITE PER LICENSE

Support can only be provided for as many sites as there are licenses registered (one site per license). If you request support for siteone.com and sitetwo.com, you will need to have two license codes registered to receive support for the second site. Once support has been provided for a specific site, that license is considered bound to that site and support cannot be provided for an alternative site with the same license code, even if the product is removed from the first site. Please bear in mind that support is provided free of charge and as a courtesy, but providing support for multiple sites on a single license is simply unsustainable – thanks for your understanding.

Customer Responsibility

CUSTOMERS UNDERTAKE THE RESPONSIBILITY OF EDUCATING THEMSELVES AND MAKING THEIR OWN MODIFICATIONS IF REQUIRED; SEVENTHQUEEN PROVIDES QUALITY WORKING PRODUCTS WITH DETAILED SUPPORT MATERIALS.

As the purchaser of a stock product, you take on the responsibility to learn how to use the product through the use of available support materials. If you buy a desk from Ikea, it is your job to assemble and finish it by following the instructions; they don’t come to your house and build it for you; but, luckily, my documentation is better.

Customer’s Responsibility

  • Know or learn the platform (e.g. WordPress)
  • Learn the product by studying the documentation and support materials – experiment if necessary
  • Review the documentation before requesting support
  • Customizations – any modification to the out-of-the-box product, either via personal editing or through a freelancer

SeventhQueens Responsibility

  • Provide a working product, as stated in the product description and demonstrated in the live demo
  • Provide ample documentation in the form of support guides and/or video tutorials
  • Fix any bugs that occur
  • Provide support for undocumented or under-documented features (and then update the documentation!)

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