Support Policy

Learn how Framerflow supports you after your purchase, including response times, support scope, and service terms.

Introduction

At Framerflow.com, we’re committed to ensuring that your experience with our products and services is smooth and successful. This Support Policy outlines how we provide customer support after your purchase. Last updated: January 1, 2017.

How to Request Support

Before submitting a ticket, we recommend checking our product documentation and video tutorials. If your issue persists, please contact us through our support portal or use the contact form for assistance with bugs or errors.

Response Time

Our global support team strives to respond within 48 hours, Monday through Saturday (GMT+6), excluding public holidays. During peak times or weekends, responses may take slightly longer.

What Our Support Covers

Our support includes:

  • Theme and template installation guidance
  • Basic configuration and usage support
  • Fixes for bugs or issues in our products
  • Clarification on features as described in the product listing
  • Pre-sales questions and general guidance

What Our Support Does Not Include

While we aim to assist as much as possible, the following are outside our standard support scope:

  • Major customizations or redesigns
  • Editing HTML/CSS/JS files beyond minor tweaks
  • Requests for features not included in the original product
  • Third-party plugin or app conflicts
  • Server configuration or CMS installation
  • Browser issues outside Chrome, Firefox, Safari, and Edge (latest versions)
  • Support for expired or invalid license keys
  • Issues caused by lack of a proper backup before updates

Minor Modifications

We’re happy to help with small tweaks (usually no more than 2–3 lines of code). For advanced customization or unique features, we may suggest a custom development service at an additional cost.

Contract-Based Services

If you have a service agreement with us (e.g., for ongoing development, SEO, or maintenance), your support terms are defined within that contract. During the support period, you’ll have access to our team for inquiries, updates, and troubleshooting.

Extended or additional support beyond the contract scope may require a separate agreement.

Need Help?

If you have any questions regarding this Support Policy or need assistance, please contact us at support@framerflow.com.