At Softnio, we are committed to providing exceptional technical support to ensure your digital products and custom web solutions operate flawlessly. This Support Policy outlines what is covered under our technical support frameworks, what is excluded, our operational timelines, and the distinct rules governing our digital products versus our custom client services.
By purchasing a digital product (Templates, Web Applications) or ordering a productized service from Softnio, you agree to be bound by the terms of this Support Policy, which forms an integral part of our global Terms of Service.
1. Digital Product Support
This section applies to templates, themes, UI kits, software assets, and other downloadable products sold directly by Softnio.
Included Support Period
Unless otherwise specified, digital products purchased directly from Softnio include six (6) months of technical support from the date of purchase.
Included Support
During an active support period, we may provide assistance with:
- Product-related technical questions.
- Setup and configuration guidance.
- Clarification of documented features.
- Troubleshooting product-related issues.
- Bug reports and verified product defects.
Not Included
Digital product support does not include:
- Product installation services.
- Product customization or modifications.
- Website development services.
- Design changes or feature requests.
- Third-party plugin, theme, or software configuration.
- Custom coding or consulting services.
2. Product Downloads, Updates, and Support Renewals
For products purchased directly from Softnio, support access may be linked to an active support subscription or support term.
During an active support period, customers may receive:
- Technical support access.
- Product updates.
- Download access to purchased products and eligible updates.
When the support period expires, access to support services, updates, and product downloads may be restricted or suspended.
Customers may renew support to restore eligible access to support, downloads, and updates.
3. Marketplace Purchases
Some Softnio products may be distributed through third-party marketplaces, including Envato Market and other authorized platforms.
Products purchased through third-party marketplaces are subject to the support policies, licensing rules, support periods, and renewal requirements established by the applicable marketplace.
Customers purchasing through a marketplace must follow the marketplace’s support procedures and policies. Softnio cannot override or modify marketplace-specific support terms.
4. Service Support
This section applies to website development, ecommerce development, website management, and other professional services provided directly by Softnio.
Included Support Period
Unless otherwise agreed in writing, all completed service projects include up to three (3) months of complimentary support from the date of final delivery.
Included Support
During the support period, we may provide assistance with:
- General guidance & technical questions related to the delivered project.
- Investigation of issues directly related to the delivered project.
- Minor adjustments related to the original scope of work.
- Major or minor bug fixes and issue resolution.
Not Included
The complimentary support period does not include:
- New features or functionality.
- Major design revisions or modifications.
- Additional pages, modules, or integrations.
- Work outside the original project scope.
- Third-party service issues beyond our control.
- Ongoing maintenance services unless separately purchased.
Deployment and Launch Assistance
For service-based projects, Softnio may assist with deploying the completed website or application to the client’s hosting environment, server, or production platform as part of the agreed project deliverables.
5. Support Channels
Support requests may be submitted through our Support Center, email support channels, or other official support platforms designated by Softnio.
To receive assistance, customers may be required to provide proof of purchase, account information, license verification, or other information necessary to validate support eligibility.
6. Response Times
We aim to respond to support requests within 24 business hours during normal business days.
Response times may vary depending on support volume, holidays, request complexity, customer cooperation, and other operational factors. In some cases, responses or resolutions may take up to five (5) business days.
Response time targets are goals only and are not guaranteed service-level commitments.
7. Fair Use of Support
Support services are intended to assist customers with legitimate product and service-related issues.
Softnio reserves the right to limit, suspend, or refuse support in cases involving abuse, harassment, excessive requests, fraudulent activity, misuse of support resources, or violations of our Terms of Service.
Policy Updates Information
Softnio may update its policies, agreements, guidelines, and legal documents from time to time to reflect changes in our products, services, business operations, legal requirements, marketplace rules, or industry practices.
The latest version of each policy will always be available through our Legal Information page. If you have any questions regarding our policies, please contact us through our website.
