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Support Policy

1. Introduction

Welcome to the support policy for Page Templates, an extension for the Phox WHMCS theme. We are committed to providing our customers with the best possible support. This document outlines the scope of support, response times, and how to get in touch with our support team.

2. Scope of Support

Our support covers:

  • Usage Questions: Answering questions related to using the Extension features and its available functionalities.
  • Bug Fixes: Resolving issues and bugs that may arise within the Extension.
  • Extension-Related Issues: Checking if the issue is related to Page Templates.

Our support does not cover:

  • General Requests on Using WHMCS or the Phox Theme: If you are not familiar with using WHMCS or the Phox theme, we recommend you take your time to check and read all the online materials (WHMCS documentation and community forums, Phox documentation, or any online tutorials).
  • Installation and Configuration: Extension installation or configuration is not included. We can check if the issue is related to the Extension, but we do not offer installation or server configuration services.
  • Third-Party Plugin Compatibility: We do not provide any troubleshooting for third-party modules or addons not included with the Extension or explicitly advertised as compatible with it.
  • Customizations: Custom code modifications, creating website content, design changes, or feature additions.
  • Server and Hosting Issues: Problems related to your hosting environment or server configuration.

3. Support Channels

We provide support exclusively through our platform,wdes.org. Users need a valid subscription for Page Templates. Support requests through other media like social media or direct email cannot be handled.

4. Support Days

Our support team operates during regular working days. Response times may take up to 24-72 hours, depending on our availability, and may take longer in special cases. We also take days off for holidays.

5. Response Time

We aim to respond to support queries within 24-72 hours. Response times may vary based on the complexity of the issue and the volume of support requests.

6. Bug Fixing and Updates

  • Bug Fixes: If you encounter a bug within the Extension, please report it, and we will work on providing a fix in a timely manner.
  • Updates: We periodically release updates and new templates to improve functionality, security, and compatibility with the latest WHMCS and Phox versions.

7. Documentation and Resources

Before reaching out for support, we recommend reviewing our comprehensive documentation and FAQs:

8. How to Get Support

Before contacting support, please:

  • Update Everything: Ensure the Phox theme and the Extension are updated to the latest versions.
  • Consult Documentation: Check our help documentation for a solution.
  • Isolate the Issue: Temporarily switch the affected page back to its default layout. If the issue is resolved, re-enable templates one by one to identify the conflicting one.

If you are still facing an issue and need support, please follow these steps:

  • Login: Ensure you are logged in to your Wdes account on wdes.org with an active subscription for the concerned installation.
  • Detailed Information: Send us as much detailed information as possible about the issue, including links to the concerned website and pages, along with screenshots and video recordings if possible to help us better understand the issue.
  • Single Request: Open only one support request at a time with a single question to help us focus on the resolution.
  • Provide Details: Temporary login information may be required to check your website and determine the issue. Any shared information will only be accessible to you and our support team, and no other person will have access to it. You can revoke or change the login credentials once the issue is resolved.

9. Customization Services

Our support does not include customizations. For custom code modifications, design changes, or feature additions, consider hiring a professional developer.

10. Fair Use Policy

Our support is intended to be used without abuse. Users should be respectful to our support team and use formal language without any uncivilized behavior. All communication should be in English. Failing to comply with the support policy and our terms of use may lead to suspending your subscription and the license to use our products.

11. Support Language

We offer support exclusively in English. Please send your requests in clear, well-structured English so our team can understand the issue quickly and provide the most accurate assistance.

12. Terms of Use

This Support Policy is part of our terms of use and is aligned with the correct usage of the Extension license.

Requesting support implies that you have read, understood and agree to this Support Policy and the Wdes Terms of Use.

13. Changes to the Support Policy

We reserve the right to change this support policy at our own discretion without any prior notice.

Thank you for choosing Page Templates. We look forward to helping you build great WHMCS pages!