Support Policy

Support Policy

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 checking out the great service providers on Envato Studio.

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. You’ll 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 your server or on a CMS. If you’re just starting out or skilling up, try a course or tutorial on Envato Tuts+. If you’re after installation services, you can ask the authors if they privately offer paid installation services or you can check out service providers on Envato Studio.

Hosting, server environment, or software

Authors are not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your 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. Direct your questions about third-party assets to the author of the item you purchased.

Fair-use, and other details

We believe an author’s time is best spent using their amazing creative and technical skills to build great new items and keep their existing items up-to-date. We have outlined what item support is all about and we ask that you be mindful of the author’s time when making item support requests. 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 the Support and Comments tabs on their items.