Support Policy

Product Support Channels

We will only provide support via our Support Ticketing System. You will need to submit a ticket to receive support.

We will not provide support via direct e-mail, Facebook or Twitter, nor do we offer phone support.

For account related issues or pre-sales questions please contact us via our contact form.

Our Community Forums are not moderated by Rhetina staff, and should be used to interact with other users.

We may request that you send us your login details if needed. Our Support tickets are private and confidential. Only you and our support team will see your ticket.

Support Hours

Our general support hours are Monday to Friday, 10:00 to 17:00 (GMT+3). During this time, we strive to respond to all theme queries within 24 hours. More advanced or technical queries may take longer.

Support Coverage

We can only support our own products. We will provide you with help regarding installing, setting up and using our products purchased from Rhetina.com.

We can not help provide support for our products sold from or bundled in third party themes.

We can not give general WordPress, PHPFox, SocialEngine (or any other platform) support.

We can not provide support on 3rd party plugins, and all 3rd party plugins should be disabled before contacting us for support.

Customization

We offer support on customization of our products. Support is provided for our products as they are intended to function out of the box.

Anything that changes the way they look or function by default is considered customization.

Also, if a product is an add-on that interacts directly with the theme or any 3d party addon installed on your webiste, the bug resolutions caused by incompatibilities will be considered customization if the bugs are caused by the fact that the theme / 3d party addon is not following the programming methods and conventions imposed by the CMS/framework, that is used to build the theme / add-on. The client should address to the developer of the theme / add-on or buy customization service from us.

We only ensure that our add-on will work with the core modules of the CMS/framework for which it was created.

We are offering a paid service for customization:

  • for PHPFox
  • for WordPress (soon)
  • for SocialEngine (soon)

Bug Fixing

It is our commitment to fix any bugs as quickly as possible after they are brought to our attention. We will also try provide a solution via our help desk for smaller bug fixes, after which we will update the core product in our scheduled updates.