Service & Support Policy

 

For pre-sale questions or you have other questions, please contact our Support Dept.

Support for Products by GhozyLab is available only through your account at ghozylab.com, which grants you access to a customer-only Contact Form (for Tech Support) where you can ask us technical questions. Our customer support representatives are available Monday through Friday; excluding all major holidays. Or, you can discuss problems/solutions with others in our public Community Forum available to all site owners (register free here).

GhozyLab offers its Products “as is”, with no implied warranty or guarantee that they will function exactly as you wish, or with all 3rd party components and plugins. Further, we offer no support via email, or otherwise, for installation, customization or administration of WordPress® itself, or of other WordPress® themes/plugins. We only cover support for our own Products, and we can’t give general WordPress® support; or offer advice about things which are not specifically related to our Products.

 

Scope Of GhozyLab Support Services

 

Specific things we WILL gladly help our customers with

 

  • If you are unable to install any GhozyLab Product, we will help by providing how-to articles, video tutorials, or written assistance from an GhozyLab support representative.

  • If you are confused about any GhozyLab Product feature, we are happy to assist you with clarification; which may include a written explanation from an GhozyLab support representative, links to relevant documentation, video tutorials and/or knowledge base articles. We’ll help you understand what’s to be expected from a specific feature.

  • We are happy to receive feedback of any kind. If you have ideas or suggestions, please share them w/ a support rep. using our Contact Form. We welcome this!

  • If you discover a bug within any GhozyLab Product, we would love to hear about it. This way it can be fixed in a future release, or as soon as possible. Please report all bugs to an GhozyLab support rep. using our Contact Form.

We understand there is a fine line between what is considered support, and what is considered a “customization” and/or a “modification” to one of our Products. We will try help our customers in any way we can, but we can’t provide in-depth technical assistance (or offer ongoing advice) related to customization or modifications.

Technical support will thus take priority over any assistance with customization or modifications. If you are requesting assistance in this regard, and it only requires us to publish a couple lines of code, we will gladly help you. Or at least point you in the right direction.

If however, your inquiry requires more than a couple lines of code (quite common), we can only provide guidance, and you would then need to hire a freelancer if you don’t have the skills to implement it yourself.

 

Specific things we will NOT do (seriously, please read the following)

 

  • We will NOT provide support and/or troubleshooting assistance for any GhozyLab Product which has been integrated with another 3rd party theme or plugin. If you discover a bug, or an inconsistent behavior with an GhozyLab Product which is integrated into a mixture of other themes/plugins for WordPress®, we ask that you start by disabling all other plugins and revert to the default theme for your current version of WordPress®. If problems persist, even in the default theme for WordPress®, and no other plugins are active, we are happy to help. Otherwise, if you are integrating GhozyLab Products into a larger set of themes/plugins, we ask that you seek assistance from an experienced WordPress® developer who can do a full review of your site and make the proper recommendations (e.g. helping you resolve conflicts between all plugins working together).

  • We will NOT assist with any custom features. If the feature you desire is not currently available in the GhozyLab Product you purchased, we are happy to receive feedback and feature requests. However, we will not be held to any deadline, and we will not be obligated to provide you with support for any feature which is not already a part of the Product you purchased. Please read our entire list of features for the Product you select, before purchasing.

  • We offer NO support via email, or otherwise, for installation, customization or administration of WordPress® itself, or of other WordPress® themes/plugins. We only cover support for our own Products, and we can’t give general WordPress® support that isn’t related to our Products.

  • We do NOT offer phone or live chat support. Support for Products by GhozyLab is handled only through our Contact Form (for Tech Support).

  • We do NOT offer professional installation service, customizations, or services involving custom coding. If you need assistance in this regard, we recommend you to use another freelance web site where WordPress® experts are offering their expertise through a bid on your project.