Support Policy

1. Support Language

We provide support exclusively in English to ensure consistent and high-quality service.

To help us resolve your issues efficiently, please include the following when contacting support:

Clear screenshots highlighting the problem
Relevant URLs or links to affected pages
Detailed description of the issue
Steps you’ve already attempted to resolve it
Your WordPress version and active plugins list

This information helps our support team quickly identify and fix your issues.

2. Support Hours

Our standard support hours are:
🕘 Monday to Friday — 9:00 AM to 6:00 PM (EST)

We offer extended support for premium customers until 8:00 PM EST to accommodate different time zones.

On weekends (Saturday and Sunday), we provide limited support with longer response times.

Our typical response time is within 24 hours on business days. If you haven’t received a reply within this timeframe, please send a friendly reminder and we’ll prioritize your request.

3. Support Channels

We provide customer support through the following methods:

Official support ticket system on our website
Email: support@auratheme.org
Dedicated support portal for premium customers

For complex technical issues, our team may request temporary WordPress admin access to your website. All credentials are handled with strict confidentiality and are immediately deleted after the support session is completed.

4. What Our Support Covers

Our support team is dedicated to helping you with:

Installation and setup of AuraTheme WordPress themes
Configuration guidance for all theme features
Troubleshooting and fixing theme-related issues
Resolving conflicts with standard WordPress functionality
Assistance with theme customization within scope
Browser compatibility for modern browsers (Chrome, Firefox, Safari, Edge)
Ensuring themes perform as described in documentation and demos

Important: We do not provide support for websites that promote or contain illegal content, copyright violations, hate speech, violence, gambling, adult content, or any material that violates our ethical standards.

5. What Our Support Does Not Cover

The following are outside the scope of our support services:

Server environment issues or hosting-related problems
Conflicts with third-party plugins not developed by AuraTheme
Custom development or extensive modifications beyond original functionality
Support for outdated WordPress versions (below WordPress 6.0)
Issues caused by modified theme core files
Missing or incorrect login credentials preventing access
Website speed optimization beyond theme performance
Search Engine Optimization (SEO) services

6. License-Based Support Terms

Single Site License

Support and updates for one domain
Valid for 1 year from purchase date
Standard support hours apply

Developer License (5 Sites)

Support and updates for up to 5 domains
Valid for 1 year from purchase date
Priority support with faster response times

Agency License (Unlimited Sites)

Support and updates for unlimited domains
Valid for 1 year from purchase date
Premium support with extended hours
Dedicated support channel access

Lifetime License

Lifetime support and updates
Priority queuing for all support requests
Extended support hours (9:00 AM – 8:00 PM EST)
Direct communication options for urgent issues

7. Support Scope Limitations

Free vs. Premium Support

Free Theme Users: Basic installation guidance and bug reporting
Premium Customers: Full comprehensive support as outlined above

Theme Customization

We provide guidance on theme customization but do not offer:

Custom CSS or PHP coding beyond basic adjustments
Design modifications or layout changes
Integration with specific third-party plugins

Update and Compatibility

We ensure compatibility with latest WordPress versions
Support provided for current and one previous major version
Customers must use updated themes for full support

8. Problem Resolution Process

Initial Contact: Submit detailed support ticket
Analysis: Our team reviews and replicates the issue
Solution: We provide step-by-step guidance or fixes
Follow-up: We ensure the solution works for your specific setup

9. Final Notes

We are committed to providing prompt, professional, and effective support. Clear communication, detailed information, and temporary access (when required) significantly speed up issue resolution.

Your satisfaction is our top priority, and we strive to ensure your experience with AuraTheme products is exceptional.

For urgent matters outside support hours, please email support@auratheme.com with “URGENT” in the subject line.

Last Updated: [Current Date]
Support Policy Version: 1.0