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:
- 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)
- WordPress Theme and Plugins isntallation 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).
Only with the Professional plan, the supports includes also:
- Theme and plugins installation
- Demo import service
The support does NOT include:
- WordPress installation service
- Website backup and restore procedures
- Integration of streaming servers not included in the list of compatible services (see theme features)
- Integration of streaming services that, even if using a compatible service, are blocking the access because of wrong server settings, wrong C.O.R.S. server policies, or geographic restrictions
- Integration of streamings using incompatible formats (like HLS or other undeclared or non-audio format)
- Integration of any third party plugin that is NOT expressly declared compatible with our theme(s)
- Help with any other type of server management question such as server migration, content migration, backups, email setup or any other similar server topic
- Answers to “too generic” questions, such as “How can I make a cooler website” or “how do I transform this design into a website”
- Help with non-technical questions, like “how can I find new djs”
- Help with any legal or bureaucratic topic
- Help with management of streaming applications or services byt third party companies
- Help with graphical issues
- Help with any code change to achieve a specific design or functionality result that is not part of the original product possibilities (if you want to achieve a functionality or design result that is not visible in the demo website(s) or not explained in the documentation, this is most possibly not currently possible and not eligible for the support service).
- Help with integration of incompatible streaming providers
- Help with moving a website from a test/staging location to the production location
- Help with usage of external tools as Photoshop, Illustrator r similar
- Help with the usage and configuration of third party plugins, even if they are compatible with the theme (example, Elementor, WooCommerce, GiveWP or similar extensions created and maintained by other companies)
Our first interest is your happyness, 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.