Item Support Policy
Item support is a service provided by Ennovative Solution for Website Development customers. Having support for your purchased item means that we will be available to iron-out any potential issues you have in using the item.
Response times by our support team 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 (see ‘fair-use’ later on).
This page will tell you all about what you can expect from us.
Item Support Period
Enno Hosted customers includes item support throughout the hosted period.
Website hosted with preferred hosting provider includes item support for 3 months from the delivery date. During those 3 months, we will provide the item support services we’ve set out on this page. If you want to continue receiving item support, you’ll have the option to renew it and increasing the item support period up to a maximum of 24 months.
What's included in item support
Answering questions about how to use the item
During the item support period, we will be available to answer your general questions about the item and how to use it. For example, how do I edit a page? 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, we will be available to:
- Answer your specific questions about the features and functionality of the item
- Help you with issues related to using the item
- Answer questions about third party functionality bundled with the item
Help with defects in the item
During the item support period, you can report and discuss bugs and minor item defects with us, and we will available to assist you with reported bugs. If appropriate, we will issue bug fixes directly to you as part of item support.
What's not included in item support
Item support does not include services to modify or extend the item beyond the original features, style and functionality after the date of delivery. For customization services that will help you tailor the item to your specific requirements, kindly contact our sales representative to see if we can offer paid customisation services.
Fair-use, and other details
We have outlined what item support is all about and we ask that you’re mindful of our time when making item support requests. We suggest that before you ask for support, read the documentation (included with the downloaded item) and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.
Please take note that time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks for us to properly fix, test, review and release. We may also take breaks (e.g. a vacation) from providing item support. We will let you know of any extended breaks via the Support Zone.