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Support Policy

Support for Zemez templates is provided by highly experienced and qualified in-house experts. Each Zemez template includes a free lifetime support plan. Having support for your purchased theme means that Zemez will help you iron-out any potential technical issues you may encounter while using our products.

Managing customer support requests can become quite a task for our team. To maintain sustainable support services, we have set out what exactly is included in our free support plan. This helps us spend more time doing what we do best – creating great new templates and keeping our existing themes up-to-date.

1. What is included in the free support plan

  • Access to the theme documentation.
  • Access to our Help Center with various instructions and tutorials.
  • Answering general questions about using your template.

For example, “How do I get my template to look like in the live demo?”

Answers to this type of question can come in various forms. I.e., we can direct you to a response given in the past (e.g. in the theme documentation, Help Center, or FAQs).

  • Answering technical questions about built-in features and functionality.
  • Providing information on how the theme is designed, how it works.
  • Guiding you on how to get the most value out of your template.
  • Help with the plugins, modules, components, and other assets included in the theme package.
  • Assistance with reported bugs and issues in the theme.

We will thank you for reporting bugs and theme defects to our support team. The team will issue bug fixes directly to you. In some cases, we may address bugs through a version update and make that update available to all of our customers.

  • Updates and fixes to ensure the theme works as described.

2. What is not included in the free support

  • Theme installation, configuration, and maintenance performed by our experts.

To install a template, please, follow the documentation included in the template package. If you face any issues, you can also read tutorials from Help Center or contact our support team to ask for assistance. In case you want us to install and configure the theme on your server, feel free to order our paid installation services.

  • Support for minor or major theme changes and customizations.

The free support plan does not include any services to modify your template beyond its original features, style, and functionality. However, we will be happy to make the needed customizations for you for an extra fee. Feel free to contact us to get a quote.

  • Support for issues caused by the software installed on your computer, hosting environment, or improper modifications of the theme.
  • Assistance with third-party assets (i.e., modules, plugins, and components) not included in the theme package.
  • Assistance over the phone.

3. Reply time

  • Expected response time to customers within the free support plan is up to 24 hours (it can vary depending on the volume of inquiries, the nature of the request, and other factors).
  • Expected response time for addressing complaints and refund requests – up to 12 hours.

4. Paid Support Plans

In addition to the free support plan, you can also purchase our extended support plan. It will help you increase the range of covered technical questions, like providing support for third-party plugins, etc. Feel free to check more details at templatemonster.com.

5. Examples of Support Requests

Here are a few support request examples that are within the scope of our free support plan:

  • “I would like to know how to change logo”
  • “How do I change the text in the contact form?”
  • “Where to find a license key to activate the plugin?”
  • “I am unable to change color option and product price center align”
  • “When I add pictures into the image slider they aren’t centered correctly. How do I fix this?”
  • “Hello, may I know regarding the contact form if someone submits his message, where the information will send to?”
  • “It looks like there an error in the code of your plugin, can you please take a look?”