Crumina Support Policy

The following rules apply to all Crumina items, which were purchased on the Envato Market.

The response time

The support provides from Monday to Friday during the time from 9 am to 6 pm (GMT+3). 

The response time can be up to 2 business days because we answer tickets on a first-come basis. 

The support does not provide on weekends and public holidays. All the tickets, submitted during holidays or weekends will be answered the following days.

The support period

You can be provided with the support only if your support time is active.  

Generally, a supported item includes item support for 6 months from the purchase date. But, 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.

After the support time has expired, you can extend it if you want to get further support services. Otherwise, support cannot be provided to you anymore.

What’s included in the support

General guidance 

• Answering your general questions about the item and how to use it unless you cannot find it in the item documentation.
• Answering your specific questions about the features and functionality of the item.
• Providing some guidance on the way the item is designed.
• Helping with issues related to using the item and getting the most value out of its functionality.
• Answering questions about the bundled with the items plugins (plugins, which were included in the theme) or guidance where you can find a solution.

Reporting bugs

• You can report and discuss bugs and minor item defects. After reproducing and admitting reported bugs, the bug will be fixed in the further updates.
• All the reported theme bugs will be fixed in the further theme versions; that update will be available to all buyers.
• If the reported bugs relate to a bundled plugin functionality, which we cannot fix, this particular issue will be conveyed to the plugin author, who can fix it. 

Items updates

Themes updates don’t depend on your support time. We provide all our customers with our theme and bundled plugins updates, even if your support time has been expired. 

What's not included in item support

Item customization

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page.

Item installation

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 on a CMS.

Hosting, server environment, or software

Issues about your web hosting or server environment are not supported by Crumina. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

Please, refer to the Envato Item Support Policy for more details.