Support Policy

Effective date: January 09, 2019

xandrCO (“us”, “we”, or “our”) operates the website (the “Service”).

This page informs you of our policies regarding the item support and it is defined only for applications purchased from directly.

What is included in free support

The item support period.

A supported item includes item support for 6 months from the purchase date. During those 6 months, xandrCO is expected to 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. After those period is finished you can extend your support to next 6 months. In case if you will find an issue after first 6 months – you will need to extend your item support or wait for free update which will fix that issue. To extend your item support – just contact us with information about purchase, such as date, amount, transcation id. Free support does not include fixing issues after modifying files or support for added new code.Answering questions about how to use the item.

During the item support period, xandrCO is expected to be available to answer your general questions about the item and how to use it. 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 xandrCO 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 minor 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. (We can 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 are expected to 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 are expected to 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. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by us, and enables us to maintain their items in these ways.

What is included in free support

Item customization

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 privately for offering paid customisation 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 after installation services, you can ask us privately for offering paid installation services.Hosting, server environment, or software

We do not 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.

Contact Us

If you have any questions about this Item Support Policy, please contact us:

  • By email:
  • By writing us in Facebook using button at bottom-right side

Give us 24 hours for reply.