c5Hub's commitment to you
Your package should work for you right-out-the-box: we go to a lot of effort to make sure it does, but, every now and then someone has a problem they can't solve: it happens. If that person is you don't worry, we're here for you. We provide FREE support on all our add-ons and themes for 30 days following your purchase.
But, before you raise a support ticket on concrete5.org, here are a few things to bear in mind.
The c5Hub guys are based in the UK. Depending on where you are in the world, we might be asleep when you encounter a problem. We cannot be woken, we need all the beauty sleep we can get.
We endeavour to answer all support queries in a timely fashion but, if it's weekend, as it sometimes is, we might not be working. Midweek, we might be really busy just like you, so please bear with us. We'll always be as quick as we can.
We're required to support our stuff for 30 days by concrete5. Beyond that anything we do for free is goodwill and shouldn't be expected.
The guys at concrete5 have built an excellent support ticketing system. In lieu of this, sending us a 'private message' is not a good idea: they won't be ignored but we've been known to miss them so we'll probably redirect all private messages back through the support ticketing system, where we're a bit more organised. It's better for you, and for us.
What's covered and what's not
Support deals with installation of the add-on or theme, issues arising from using any of the packaged features and bug fixes.
Regretfully, there are some things we can't support you with, it's commonsense we think, so we know you'll understand:
- We do not provide support on how to customize our add-ons and themes
- We do not provide support where our add-on or theme has been modified, by you, or a 3rd party
- We do not support other Developers' plugins and themes - if we believe they are the cause of your issue we will tell you this
- We do not offer support for installation, customization or administration of concrete5 itself. Not yet anyway.
Before asking questions
Please ensure that you have read the documentation which is available on concrete5 for the add-on or theme you purchased. These pages cover installation and usage, and often answer the vast majority of questions.
Submit a support ticket