Welcome to Item Support

Item support is a service provided by Mergosoft. Having support for your purchased item means that Mergosoft will be available to you, the Client, to iron out any potential issues you have in using the item.

What’s included	Supported item – 30 days of support from purchase with options to extend	All items
Updates to ensure the item works as described and is protected against major security concerns	Yes	Yes
Discretionary version updates	Yes	Yes
Availability of the Mergosoft of the item to provide item support	Yes	No
Technical questions about the item’s built-in features, functionality and third-party plugins	Yes	No
Assistance with reported bugs and issues	Yes	No
Help with included third-party assets (e.g. image sliders, contact forms)	Yes	No

This page will tell you all about what you can expect from Mergosoft who sell supported items. Here’s a summary:

 

Read the item documentation first

Many support queries and technical questions will already be answered in supporting documentation. We also make sure that all of the items sold on Mergosoft have documentation included so always check the included information and if you can’t find the answer you’re looking for then consider whether Mergosoft might be able to help.

What’s included in item support

The item support period

A supported item includes item support for 30 days from the purchase date. During those 30 days, Mergosoft is expected to be available to provide the item support services we’ve set out on this page. Response times by Mergosoft 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).

If you’re about to purchase the item, you’ll have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.

Answering questions about how to use the item

During the item support period, Mergosoft is expected to be available to answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? 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 including third-party assets)

During the item support period, the Mergosoft is expected to be available to:

• Answer your specific questions about the features and functionality of the item
• Provide some guidance on the way the item is designed
• Help you with issues related to using the item and getting the most value out of its functionality.
• Answer questions about third-party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.

Help with defects in the item or included third-party assets

During the item support period, you can report and discuss bugs and minor item defects with Mergosoft, and Mergosoft is expected to be available to assist you with reported bugs. If appropriate, Mergosoft may issue bug fixes directly to you as part of item support. (If Mergosoft decides to address a bug fix through a general version update, that update will be available to all Clients.)

A supported item may include third-party functionality or items from other Mergosoft such as plugins, image sliders or contact forms. During the item support period, Mergosoft is expected to be available to assist with questions about third-party assets and to either help you address particular issues with the third-party asset or direct you to where you can find the solution.

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities

If a supported item includes a third-party asset (e.g., a plugin), or is intended to work with third-party software or platforms (e.g. a CMS), Mergosoft is expected to ensure the item remains compatible if the software or platform version is updated. This includes if the third-party asset has a security update. Item updates of this type will generally be delivered as version updates available to all Clients. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by the Mergosoft, and enables our Mergosoft to maintain their items in these ways.

What’s not included in item support

Item customisation

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend contacting the Mergosoft to see if they privately offer paid customisation services.

Installation of the item

Client have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or a CMS. If you need installation services, you can ask Mergosoft if they privately offer paid installation services.

Hosting, server environment, or software

Mergosoft is not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

Help from Mergosoft of included third-party assets

If a supported item includes a third-party asset (e.g. a plugin or slider), the Mergosoft of the third-party asset is not required to provide support for that asset to the Client of the supported item. Direct your questions about third-party assets to the Mergosoft of the item you purchased.

What’s included in all item purchases

Updates to ensure the item works as described and is protected against major security concerns

All items on Mergosoft should work as described by Mergosoft (in the preview, screenshots, item description, etc) and be protected from major security issues. Security issues are assessed by the impact they have on the Client and their users. Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.

In the instance that there is something wrong with the item and you are expecting an update; depending on the type of update, it can take several days/weeks/month to fix, test, review and release properly.

Included version updates for all items

In addition to updating an item to keep it working as described or to fix major security issues, Mergosoft of all items may from time to time and at their discretion, provide other updates to improve or modify the functionality of an item or fix other minor issues. Generally, Mergosoft of supported items will provide these types of updates more frequently to keep their items up to date for sale. In all instances, the new version of the item will automatically be made available to the previous Client through the Downloads page.

Fair-use, and other details

We believe Mergosoft’s time is best spent using its amazing creative and technical skills to build great new items and keep its existing items up-to-date. We have outlined what item support is all about and we ask that you’re mindful of Mergosoft time when making item support requests. We suggest that before you ask Mergosoft 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.

Most Mergosoft sells their items to many Clients, so the 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/months for Mergosoft to fix, test, review and release properly. Mergosoft can also take breaks (e.g. employer vacation) from providing item support. Mergosoft will let you know of any extended breaks via the Support and Comments tabs on their items.

*Supportable items on Mergosoft include all categories except PSD templates, Sketch templates, TypeEngine themes, Mobile, and Edge Animate templates.