iconicKODES Item Support Policy
Effective Date: 01/11/2024
Welcome to iconicKODES Item Support Policy
Item support is a service offered by many authors on IconicKODES Marketplace. When you have support for your purchased item, the author is available to assist you with any potential issues you may encounter while using the item.
This page provides information on what you can expect from authors who offer supported items. Here’s a summary:
Managing buyer support requests can be quite challenging for authors selling to many customers. To maintain a sustainable marketplace, we have outlined what is and isn’t included in supported items from IconicKODES. This approach allows our authors to focus on what they do best—creating amazing new items and keeping existing items updated.
Read the Item Documentation First
Many support queries and technical questions are often addressed in the supporting documentation, such as FAQs and comments from previous buyers. We ensure that all items sold on IconicKODES include documentation, so always check the provided information. If you can’t find the answer you’re looking for, then consider reaching out to the author for assistance.
The Item Support Period
A supported item includes item support for 6 months from the purchase date. During this period, the author is expected to be available to provide the support services outlined on this page. Response times may vary depending on the volume of inquiries, the nature of the request, and whether similar questions have already been answered or addressed.
If you’re about to purchase an item, you’ll have the option to buy extended item support, which can extend the support period up to a maximum of 12 months from the purchase date.
Answering Questions About How to Use the Item
During the support period, authors should be available to answer general questions regarding the item and its use. For example, inquiries like "How do I make my homepage look like the preview?" can be addressed in various formats, including directing you to existing documented responses (e.g., comments or FAQs).
Answering Technical Questions About the Item (and Included Third-Party Assets)
Authors should be available to:
Help With Defects in the Item or Included Third-Party Assets
You can report and discuss bugs or minor defects with the author during the support period, and authors are expected to assist you with reported issues. If appropriate, they may issue bug fixes directly or include them in a general version update available to all buyers.
Supported items may include third-party functionality or items from other authors, such as plugins or contact forms. During the support period, the author should help with questions related to these assets or guide you to solutions.
Item Updates for Ongoing Compatibility and Security
If a supported item includes a third-party asset (e.g., a plugin) or is designed to work with third-party software (e.g., a CMS), authors are expected to ensure ongoing compatibility as software or platform versions are updated. This includes security updates for third-party assets. Typically, such updates will be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) guarantees you’re getting an item backed by the author and allows them to maintain it effectively.
Item Customization
Item support does not cover modifications or enhancements beyond the original features, style, and functionality described on the item page. For customization services to tailor the item to your specific needs, consider reaching out to the author to see if they offer paid customization services.
Installation of the Item
As buyers have varying levels of experience with different software, getting your item set up can depend on many specific variables. Thus, item support does not cover installation help on your server or CMS. If you're just starting out, consider taking a course or tutorial on platforms like Tuts+. For installation services, you can inquire whether the authors offer paid services.
Hosting, Server Environment, or Software
Authors are not obliged to assist with issues regarding your web hosting, server environment, or software installed on your machine. Please refer to your ISP/web hosting provider or the documentation of the software you’re using for assistance.
Help from Authors of Included Third-Party Assets
If a supported item includes third-party assets (e.g., a plugin or slider), the author of that asset is not responsible for providing support to buyers of the supported item. Direct questions regarding third-party assets to the author of the item you purchased.
What’s Included in All Item Purchases
If something appears to be wrong with the item and you anticipate an update, please note that depending on the complexity of the update, it may take several days or weeks to correct, test, review, and release.
Included Version Updates for All Items
In addition to updating an item to ensure it operates as intended or to address major security issues, authors at iconicKODES may, from time to time and at their discretion, provide additional updates to enhance or modify the functionality of an item or to resolve other minor issues. Generally, authors of supported items will deliver these types of updates more frequently to keep their offerings current for sale. In all cases, the new version of the item will automatically be made available to previous buyers through the Downloads page.
Fair Use and Other Details
At iconicKODES, we believe that an author’s time is best utilized in leveraging their exceptional creative and technical skills to develop outstanding new items and keep their existing offerings up-to-date. We have outlined what item support entails, and we kindly ask that you be considerate of the author’s time when making support requests. Before reaching out for assistance, we recommend reviewing the documentation included with your downloaded item and any additional information available on the item pages (such as FAQs and Comments) to see if your questions are addressed there.
Since most authors sell their items to multiple buyers, the response time to your requests may vary. If you’re awaiting an update or fix for an item, please be patient, as it may take several days or even weeks for an author to properly address, test, review, and release the necessary changes. Additionally, authors may take breaks (such as vacations) from providing item support. They will communicate any extended breaks via the Support and Comments tabs on their items.
Useful Links