Welcome to WPinSync! We are dedicated to providing you with high-quality Elementor addons and WordPress themes. To maintain an efficient helpdesk experience, we have outlined what is covered by our support team, our expected response times, and your responsibilities as a user.
By using our products, you agree to the terms of this Support Policy.
Support Channels & Availability
We offer support exclusively through our official channels to ensure all requests are tracked and resolved efficiently.
- Premium Users: Please open a ticket via our Helpdesk/Support Portal or email us directly at support@wpinsync.com.
- Free Users: For free versions of our plugins or themes, support is provided publicly via the WordPress.org Support Forums.
- Availability: Our team operates Monday to Friday.
- Response Times: We review all tickets sequentially. Premium tickets typically receive a response within 24 to 48 hours. Complex technical inquiries or tickets submitted over weekends/holidays may take longer.
Note: We do not provide product support via social media (X, Facebook, YouTube comments), live chat, or phone.
What Our Support Covers
WPinSync support strictly covers issues directly originating from our own themes and Elementor addons. This includes:
- Installation & Setup: Assistance with installing, activating, and configuring WPinSync products.
- Core Functionality Bug Fixes: Identifying and patching verified bugs, errors, or broken features within our software.
- Feature Guidance: Clarifying how to use specific Elementor widgets, theme templates, or settings panel controls.
- Minor Styling Adjustments: Providing small, simple CSS snippets to fix minor alignment or display glitches caused by our theme or addon.
What Our Support Does NOT Cover
To keep our team focused on core product stability, the following requests fall outside our scope of service:
- Third-Party Conflicts: Troubleshooting issues caused by plugins or themes not developed by WPinSync (including Elementor core itself, caching plugins, or security setups).
- Custom Development: Adding custom functionality, writing heavy custom code, or rewriting our products to suit a specific business logic.
- Server & Hosting Environment Troubleshooting: Fixing issues related to your hosting provider, server configurations, PHP versions, or low memory limits.
- Website Migration & Optimization: Moving your site between servers or general website speed optimization tasks.
System Requirements
To ensure WPinSync themes and addons run smoothly, your hosting environment must meet minimum WordPress standards. Before opening a ticket, please ensure your system matches or exceeds these specifications:
- WordPress Version: Latest stable version (or up to two versions prior).
- Elementor Version: Latest stable free/pro version.
- PHP Version: 8.1 or higher.
- PHP Memory Limit: 256M minimum (512M recommended).
Customer Responsibilities
To help us resolve your technical issue quickly, we ask that you follow these steps before submitting a ticket:
- Check Documentation: Search our official documentation and FAQs to see if your question has already been answered.
- Isolate the Issue: Deactivate other non-essential third-party plugins and switch to a default WordPress theme (like Twenty Twenty-Four) to verify if the issue persists.
- Provide Clear Details: Include your WordPress/Elementor system report, the exact URL where the issue occurs, step-by-step instructions to reproduce the bug, and relevant screenshots or screen recordings.
- Staging Access (If Needed): If our developers need backend access to troubleshoot, we highly recommend providing login credentials to a staging/cloned site rather than your live production site. Always back up your database before granting access.
Abuse Policy
WPinSync is built on mutual respect. We do not tolerate abusive language, threats, or harassment directed at our support staff. We reserve the right to immediately terminate support privileges or close accounts of users who violate this professional boundary.
Changes to This Policy
WPinSync reserves the right to amend or update this Support Policy at any time without prior notice. We encourage you to review this page periodically to stay informed of any changes.
