Item Support Policy
Welcome to Item Support
Item support is a service provided by many authors on LifeInSYS. Having support for a purchased item means that the author will be available to the buyer, to iron out any potential issues you have in using the item.
The item support period
A supported item includes item support for 6 months from the purchase date. During those 6 months, the author is expected to be available to provide the item support services we’ve set out on this page.
What's included in item support
Availability of the author to answer questions: During the item support period, the author is expected to be available to answer general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).
- Answer to specific questions about the features and functionality of the item
- Provide some guidance on the way the item is designed
- Help with issues related to using the item and getting the most value out of its functionality
- Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions
- During the item support period, customers can report and discuss bugs and minor item defects with the author, and authors are expected to be available to assist with reported bugs. If appropriate, authors may issue bug fixes directly to you as part of item support. (If an author decides to address a bug fix through a general version update, that update will be available to all buyers.)
- A supported item may include third party functionality or items from other authors such as plugins, image sliders or contact forms. During the item support period, the author is expected to be available to assist with questions about third party assets, and to either help to address particular issues with the third party asset or direct where can find the solution.
Help with included 3rd party assets: If a supported item includes a third party asset (e.g., a plugin), or is intended to work with third party software or platforms (e.g. a CMS), authors are expected to ensure the item remains compatible if the software or platform version is updated. This includes if the third party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by the author, and enables our authors to maintain their items in these ways.
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. For customization services that will help you tailor the item to your specific requirements, we recommend contacting the author to see if they privately offer paid customization services or buyers can ask LifeInSYS if we privately offer paid installation services for that item.
Installation of the item: Buyers have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. Buyers 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 the buyer server or on a CMS. Buyers can ask the authors if they privately offer paid installation services or buyers can ask LifeInSYS if we privately offer paid installation services for that item.
Hosting, server environment, or software: Authors are not required to support issues about your web hosting or server environment, or issues with the software which buyers got installed on the machine to use the item. Buyers must check ISP/web hosting providers or other software documentation to help solve issues.
Help from authors of included third party assets: If a supported item includes a third party asset (e.g. a plugin or slider), the author of the third party asset is not required to provide support for that asset to buyers of the supported item.
What’s included in all item purchases
Updates to ensure the item works as described and is protected against major security concerns: All items on LifeInSYS Market should work as described by the author (in the preview, screenshots, item description, etc) and be protected from major security issues. Security issues are assessed by the impact they have on the buyer and their users. Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.
Included version updates for all items: In addition to updating an item to keep it working as described or to fix major security issues, authors of all items may from time to time and at their discretion, provide other updates to improve or modify the functionality of an item or fix other minor issues. Generally authors of supported items will provide these type of updates more frequently to keep their items up to date for sale. In all instances, the new version of the item will automatically be made available to previous buyers through the Purchased page.
Before asking from an author support
We suggest that before you ask an author for support, read the documentation (included with the downloaded item) and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.
Most authors sell their items to many buyers, so the time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks for an author to properly fix, test, review and release. Authors can also take breaks (e.g. a vacation) from providing item support. Authors will let you know of any extended breaks via Comments tabs on their items.
Version 1.1: Effective date: December 1, 2019.