{"id":208,"date":"2016-12-13T12:49:21","date_gmt":"2016-12-13T12:49:21","guid":{"rendered":"https:\/\/my.hogash.com\/?page_id=208"},"modified":"2019-08-05T08:25:36","modified_gmt":"2019-08-05T08:25:36","slug":"support-policy","status":"publish","type":"page","link":"https:\/\/my.hogash.com\/support-policy\/","title":{"rendered":"Support Policy"},"content":{"rendered":"<h3 id=\"theme_support_policy\" class=\"mh-link-title\">Our theme support policy<\/h3>\n<p>Regarding the official <a href=\"https:\/\/themeforest.net\/page\/item_support_policy\" target=\"_blank\" rel=\"noopener noreferrer\">ThemeForest Item Support Policy<\/a> (that was implemented since September 1, 2015) the initial item&#8217;s support should be limited to a certain period of time, and this period can be increased afterwards.<\/p>\n<p>In short:<\/p>\n<ul>\n<li>Support for a theme has an expiration date;<\/li>\n<li>When you purchase a theme, you have 6 months of included support by default;<\/li>\n<li>You can extend theme&#8217;s support if it hasn&#8217;t expired yet;<\/li>\n<li>You can renew theme&#8217;s support if it has expired;<\/li>\n<\/ul>\n<p>Read the full information about <a href=\"https:\/\/help.market.envato.com\/hc\/en-us\/articles\/205923460-Purchasing-Supported-and-Unsupported-Items\" target=\"_blank\" rel=\"noopener noreferrer\">support options\u00a0here<\/a>.<\/p>\n<h3 id=\"what_happens_if_expired_support\" class=\"mh-link-title\">What happens if my support has expired?<\/h3>\n<p>There are 2\u00a0limitations for customers\u00a0with expired support, they won&#8217;t be able:<\/p>\n<ul>\n<li>Create new support tickets<\/li>\n<li>Reply to any existing tickets<\/li>\n<\/ul>\n<h3 id=\"how_to_know_support_expired\" class=\"mh-link-title\">How to know when my support expires?<\/h3>\n<p>With the Single Sign-On (SSO), it allows\u00a0synchronization with Envato (ThemeForest), which will permit the platform to calculate when\u00a0support for a theme expires. For this please do the following steps:<\/p>\n<ol>\n<li>Go to <a href=\"https:\/\/my.hogash.com\/register-products\/\">My Products<\/a> page and click on &#8220;Refresh Purchases&#8221; link at the bottom of the list;<\/li>\n<li>For each of your purchases, you will notice the support expiration date for every theme in the &#8220;Supported until&#8221; area on the right;<\/li>\n<\/ol>\n<h3 id=\"how_to_renew_support\" class=\"mh-link-title\">How to renew or extend my support for a theme?<\/h3>\n<ul>\n<li>Simply access ThemeForest&#8217;s Kallyas theme page and onto the right side hit the Extend Support button eg: <a href=\"https:\/\/hogash.d.pr\/n0NC\" target=\"_blank\" rel=\"noopener noreferrer\">https:\/\/hogash.d.pr\/n0NC<\/a> ;<\/li>\n<li>Or in the dashboard&#8217;s\u00a0<a href=\"https:\/\/my.hogash.com\/register-products\/\">My Products<\/a> page, in each purchase entry, you&#8217;ll notice the &#8220;RENEW NOW!&#8221; button below the &#8220;Supported until&#8221; label;<\/li>\n<\/ul>\n<p>Read more information about prices in the <a href=\"https:\/\/help.market.envato.com\/hc\/en-us\/articles\/207886473-Extending-and-Renewing-Item-Support\" target=\"_blank\" rel=\"noopener noreferrer\">Extending and Renewing Support<\/a> article.<\/p>\n<h3 id=\"what_if_several_licenses\" class=\"mh-link-title\">What if I have several theme licenses?<\/h3>\n<p>The main thing you should know is that\u00a0<em>support is related to a theme itself<\/em> (not to a single license). It means that:<\/p>\n<ul>\n<li>You don&#8217;t have to purchase separate support for every license of one theme.<\/li>\n<li>If you have several licenses of one theme (e.g. 10 licenses of Kallyas) your support expiration date is based on the latest purchased license.<\/li>\n<li>Support for one theme doesn&#8217;t affect on other themes.<\/li>\n<\/ul>\n<h3 id=\"we_support\" class=\"mh-link-title\">We Support:<\/h3>\n<ul>\n<li>Issues arising from using any of the theme features and of course bug fixes and feature updates;<\/li>\n<li>Answering questions about how to use the item;<\/li>\n<li>Answering technical questions about the item (and included third party assets);<\/li>\n<li>Help with defects in the item or included third party assets;<\/li>\n<li>Item updates to ensure ongoing compatibility and to resolve security vulnerabilities;<\/li>\n<\/ul>\n<h3 id=\"we_dont_support\" class=\"mh-link-title\">We don&#8217;t Support:<\/h3>\n<ul>\n<li>Item customization or non-standard theme modification.<\/li>\n<li>Installation of the Item.<\/li>\n<li>Hosting, server environment, or software .<\/li>\n<li>Help from authors of included third party assets that were not part of the theme package.<\/li>\n<\/ul>\n<h3 id=\"support_schedule\" class=\"mh-link-title\">Support Schedule<\/h3>\n<p>We do our best to monitor the tickets around the clock, however, this is not always possible due to different timezones.<\/p>\n<ul>\n<li>Forum response time can take up to 36 hours Monday-Friday, but is usually much faster.<\/li>\n<li>Support team checks all new messages from 10:00 to 19:00 only (GMT+2).<\/li>\n<li>Support team doesn\u2019t work on Saturday and Sunday (Weekends)<\/li>\n<\/ul>\n<h3 id=\"tips_on_how_to_speed_up\" class=\"mh-link-title\">Tips on how to speed up the resolution of your issue<\/h3>\n<ol>\n<li>Try to disable all plugins so we can exclude them from the <em>problem causes<\/em> list;<\/li>\n<li>Always look through the theme knowledge base first. Though it\u2019s short and simple, most of the common requests are covered there;<\/li>\n<li>Before applying any modifications always create backups!<\/li>\n<li>If you are reporting a bug or asking a question related to some specific page, always provide related page\u2019s URL.<\/li>\n<li>Please always include the Theme Version Number and any Plugins that you are running.<\/li>\n<li>When question or bug report is connected with admin area, please provide us the admin\u00a0credentials. You can create a separate temporary super admin user for us, which you will delete\u00a0later. We\u2019ll need to know login URL, username and password.<\/li>\n<li>If your request is connected with some visible errors, a screenshot will help us a lot. For example, here\u2019s\u00a0<a href=\"https:\/\/www.monosnap.com\/welcome\">a great tool for making screenshots and screencasts<\/a>.<\/li>\n<\/ol>\n<h3 id=\"our_staff_members_cannot\" class=\"mh-link-title\">Our staff members cannot:<\/h3>\n<ul>\n<li>Provide their IP Addresses, under any circumstances.<\/li>\n<li>Edit their host file to gain access to your installation. You will need to allow access without modifications.<\/li>\n<li>Provide personal information, such as full names, locations, etc.<\/li>\n<li>Schedule a specific time to offer support and use screen sharing applications.<\/li>\n<li>Provide any guarantees when providing support.<\/li>\n<li>Take responsibility in case any issues arise from trying to provide support.<\/li>\n<li>Sign non disclosure agreements to gain access to your site.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Our theme support policy Regarding the official ThemeForest Item Support Policy (that was implemented since September 1, 2015) the initial item&#8217;s support should be limited to a certain period of time, and this period can be increased afterwards. In short: Support for a theme has an expiration date; When you purchase a theme, you have [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":9,"comment_status":"closed","ping_status":"closed","template":"tpl-interior-public.php","meta":{"footnotes":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Support Policy - Hogash Studio Dashboard<\/title>\n<meta name=\"description\" content=\"Our theme support policy - When you purchase a theme, you have 6 months of included support by default.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/my.hogash.com\/support-policy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support Policy - Hogash Studio Dashboard\" \/>\n<meta property=\"og:description\" content=\"Our theme support policy - When you purchase a theme, you have 6 months of included support by default.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/my.hogash.com\/support-policy\/\" \/>\n<meta property=\"og:site_name\" content=\"Hogash Studio Dashboard\" \/>\n<meta property=\"article:modified_time\" content=\"2019-08-05T08:25:36+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/my.hogash.com\/support-policy\/\",\"url\":\"https:\/\/my.hogash.com\/support-policy\/\",\"name\":\"Support Policy - Hogash Studio Dashboard\",\"isPartOf\":{\"@id\":\"https:\/\/my.hogash.com\/#website\"},\"datePublished\":\"2016-12-13T12:49:21+00:00\",\"dateModified\":\"2019-08-05T08:25:36+00:00\",\"description\":\"Our theme support policy - When you purchase a theme, you have 6 months of included support by default.\",\"breadcrumb\":{\"@id\":\"https:\/\/my.hogash.com\/support-policy\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/my.hogash.com\/support-policy\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/my.hogash.com\/support-policy\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/my.hogash.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Support Policy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/my.hogash.com\/#website\",\"url\":\"https:\/\/my.hogash.com\/\",\"name\":\"Hogash Studio Dashboard\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/my.hogash.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Support Policy - Hogash Studio Dashboard","description":"Our theme support policy - When you purchase a theme, you have 6 months of included support by default.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/my.hogash.com\/support-policy\/","og_locale":"en_US","og_type":"article","og_title":"Support Policy - Hogash Studio Dashboard","og_description":"Our theme support policy - When you purchase a theme, you have 6 months of included support by default.","og_url":"https:\/\/my.hogash.com\/support-policy\/","og_site_name":"Hogash Studio Dashboard","article_modified_time":"2019-08-05T08:25:36+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/my.hogash.com\/support-policy\/","url":"https:\/\/my.hogash.com\/support-policy\/","name":"Support Policy - Hogash Studio Dashboard","isPartOf":{"@id":"https:\/\/my.hogash.com\/#website"},"datePublished":"2016-12-13T12:49:21+00:00","dateModified":"2019-08-05T08:25:36+00:00","description":"Our theme support policy - When you purchase a theme, you have 6 months of included support by default.","breadcrumb":{"@id":"https:\/\/my.hogash.com\/support-policy\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/my.hogash.com\/support-policy\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/my.hogash.com\/support-policy\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/my.hogash.com\/"},{"@type":"ListItem","position":2,"name":"Support Policy"}]},{"@type":"WebSite","@id":"https:\/\/my.hogash.com\/#website","url":"https:\/\/my.hogash.com\/","name":"Hogash Studio Dashboard","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/my.hogash.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/pages\/208"}],"collection":[{"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/comments?post=208"}],"version-history":[{"count":12,"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/pages\/208\/revisions"}],"predecessor-version":[{"id":279985,"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/pages\/208\/revisions\/279985"}],"wp:attachment":[{"href":"https:\/\/my.hogash.com\/wp-json\/wp\/v2\/media?parent=208"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}