Help and Support Policy

This Support Policy describes what support you can expect from us for the Alley Themes. If you have any questions about this Support Policy or do not agree with it, please contact us before using the Website or the AlleyThemes.com products and services.

Support is offered through our support tickets and email. We don’t offer phone, live chat or social media support. We encourage you to check theme documentation before submitting any support requests.

Support Hours

We answer most of your questions within a few hours, and we do our best to answer all your questions by the next business day. Support is limited on weekends and holidays. The standard time zone of Nepal from Coordinated Universal Time (UTC) is +5:45. Our official support timing is from 9:15 AM – 6:15 PM NPT.

What Our Support Covers

For users we provide support via our email ticketing system in our website which includes any bug fixes in the themes and plugins developed by AlleyThemes.com. Any major bug fix will be pushed via Theme or Plugin update as soon as possible so all users can benefit from it.

Please note that support is ONLY provided by submitting a new support ticket on our website and not via any other method.
We only offer support for the themes that we have made. We would be happy to assist you with installing the theme and make it work like we promised.

What Our Support Doesn’t Cover?

We don’t offer support for third-party themes, scripts or plugins. If you’re having an issue with a third-party product, then we recommend you to contact the product author for the support.

We want our themes to work for you, and we do our best to make that happen. If your problem isn’t directly related to our themes, we will at least get you pointed in the right direction.

The support also doesn’t cover custom development or customization, nor does it cover any server diagnostics, maintenance or any other server related service.

Customization

Our support doesn’t include custom development or customization. If your theme doesn’t meet your requirement, feel free to contact us for customization via Customisation Service page.
We may amend our Help and Support Policy from time to time. So please make sure that you’re aware of the changes.

 

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