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Support Policy

Read the app descriptions first

Many support queries and technical questions will already be answered in supporting descriptions and its already added in FAQ’s of all apps.

What’s included in app support

The item support period:
A supported app includes app support for 3 months from the purchase date. During those 3 months, the author is expected to be available to provide the app support services we’ve set out on this page. Response times by Centous 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.

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

Answering questions about how to use the item:
During the app support period, we are expected to be available to answer your general questions about the app and how to use it. That all types of questions and answers you will get into the FAQs section.

Answering technical questions about the App:
During the app support period the author is expected to be available to:

1. Answer your specific questions about the features and functionality of the app.
2. Provide some guidance on the way the app is designed
3. Help you with issues related to using the app and getting the most value out of its functionality.

What’s not included in app support
App customization:
App support does not include services to modify or extend the item beyond the original features, style and functionality described on the app page. For customization services that will help you tailor the app to your specific requirements, we recommend contacting the author to see if they privately offer paid customization services.

Help from Centous of included third party assets
If a supported app includes a third party asset (e.g. a plugin or slider), the author of the third party asset is not required to provide support for that asset to buyers of the supported app. Direct your questions about third party assets to the author of the app you purchased.

What’s included in all item purchases
All items should work as described by the Centous team (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 buyer 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 to properly fix, test, review and release.

Included version updates for all apps
In addition to updating an app to keep it working as described or to fix major security issues, authors 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.

Fair-use, and other details
We believe an author’s time is best spent using their amazing creative and technical skills to build great new apps and keep their existing apps up-to-date. We have outlined what item support is all about and we ask that you’re mindful of the author’s time when making item support requests. We suggest that before you ask an author 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.