Any license comes with a support service included for the whole duration of your “Support and Updates Service” which comes included with the license for 1 year and can be optionally extended year by year.
The support is provided only via HelpDesk. Any support request sent via social networks or any other undeclared channel may be automatically discarded.
The helpdesk can be accessed only from the original buyer of the theme (you can’t request access with a user profile that has no valid license connected). Any support related to a multi-installation license can only be accessed by the original buyer. The access cannot be transferred to third parties. Any multi-installation license allows 1 single Helpdesk user access, for all of the websites created with the same license. If you are an agency and you create multiple websites with an Agency license, your customers are not entitled to access directly to the support with a separate account. If you wish your customers to access directly to the support, they should purchase a Personal license.
The “support territory” is a term used to describe which kind of service is included, and which type of answers can be provided by our staff. The support will be provided in the form of direct answers on our private or public HelpDesk page, and does not include logging into the customer website, which is required to NEVER share in our helpdesk nor via email the private username and passwords, if not required by our staff for theme installation or any other exceptional reason. The standard form of support is “questions and answers” between the buyer of the license and our staff, in relation to a specific limited question to a specific subject. The support may be limited or denied if the question is not related to our products or services, too generic, poorly formulated, or in any language other than English, Italian or Spanish.
The “support territory” includes help with:
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- Server environment compatibility check (which can be demanded to a plugin to verify your server environment)
- Suggestions to adequate the server environment to the theme requirements (PHP version, hosting provider, and similar)
- Troubleshooting and suggestions for WordPress Theme and Plugins installation procedure
- Demo import procedure
- Templates usage procedure
- Usage of any functionality forming part of our theme or any bundled plugin created by Pro.Radio
- Streaming channel integration foryour mp3/aac stream, and checks, up to 3 streaming channels for each website (if your site features 10 radio channels, or if you change 10 streaming providers for testing, you cannot request support to integrate each one of the 10 channels).
The support does NOT include:
- WordPress installation, except where expressly provided as a paid service.
- Theme and plugin updates: The Updates and Support service gives you access to new releases so you can autonomously update your website. Our support team does not perform updates on your behalf. See the official documentation: link.
- Website backup and restore procedures.
- Integration of streaming servers not listed as compatible, or streams that are inaccessible due to server settings, incorrect C.O.R.S. policies, or geographic restrictions.
- Integration of incompatible formats (e.g. HLS, video streams, or non-audio formats).
- Integration or configuration of third-party plugins not expressly declared compatible with our theme(s), or general support for external plugins (e.g. Elementor, WooCommerce, GiveWP).
- Custom development or modifications to achieve design or functionality results not part of the original theme or documented features.
- Troubleshooting issues caused by third-party plugins, external conflicts, or incompatible hosting environments.
- Server and hosting management such as migrations, backups, email setup, SSL, DNS, or other server-side tasks.
- Performance optimization, including caching, CDN setup, or speed tuning beyond our official documentation.
- Search Engine Optimization (SEO) services, including keyword research, content optimization, or submission to search engines.
- Security and malware removal for issues not directly caused by our products.
- General web design or content services, such as creating pages, editing posts, uploading media, or adjusting layouts in Elementor.
- Graphic design support, including image editing, Photoshop/Illustrator usage, or requests for custom graphics.
- Non-technical or business questions, such as finding DJs, licensing radio content, or legal/bureaucratic topics.
- Training or tutorials for WordPress, Elementor, WooCommerce, or general web design topics outside the scope of our theme documentation.
- Migration from staging to production environments, unless covered by a separate service agreement.
Our first interest is your happiness, and we put every day 100% of our effort in helping you achieving your website goals, that’s why, in order to maintain the best quality standards and guarantee a fair and prompt service to everybody, we are deeply committed in respecting our support territory boundaries, granting the maximum efficiency to all of our customers everybody.
The usage of the helpdesk is left to the common sense of each customer. Any offensive, racis, denigratory, spammy or threatening message will not be tolerated. If you breach the “common sense” rules of education and common sense you will be notified directly. Repeated violations of our helpdesk regulations may result in a permanent ban and denial of support service.