Technical Support Policy
I stand behind all my products and services. This policy outlines the technical support included with any purchase and defines what falls outside the scope of support. This policy applies universally to all products, templates, and services regardless of license type or delivery method.
Support Duration Summary
| Support Duration | 90 Days (3 Months) |
| Start Date | From date of purchase/delivery |
| Scope | All products and services |
| Extended Support | Available upon request |
What’s Included in Your 90-Day Support
I provide technical support for issues directly related to the product or service delivered. Support covers the following:
Product Bugs & Technical Errors: I will fix any bugs, display errors, or functional issues found in the original product code.
System Compatibility Issues: I will assist with compatibility issues related to core WordPress updates, recommended plugins, or standard server configurations.
Installation & Setup Issues: I will troubleshoot problems during initial setup and deployment to ensure the product functions as designed.
Email & Support Portal: Response time: 48 hours maximum during business days (Monday-Friday). I prioritize critical functionality issues. Support is available via email and through the support portal at himenedesign.uk/help
What’s NOT Included in Support
To maintain quality support standards, the following are NOT covered by technical support:
Custom Development & Design Work: Custom code, custom CSS, custom features, or modifications beyond the original product scope. For custom work, please contact me for a separate quote.
Third-Party Plugins & Extensions: Conflicts or issues caused by third-party plugins, extensions, or tools you install or use. Contact the plugin developer for their support.
Content Creation & Writing: Creating, writing, or developing content for your site. I implement content; I do not create it.
Hosting & Server Configuration: Server performance, PHP configuration, SSL certificates, DNS settings, or hosting-related issues. Contact your hosting provider.
WordPress Training & Tutorials: General WordPress education or training. Support is specific to my products, not WordPress as a whole.
Backups & Data Recovery: Backup creation or data recovery services. You are responsible for maintaining backups through your hosting provider.
Third-Party Integrations: Integration with external services (payment systems, CRM, booking systems) beyond the product’s built-in features.
How to Request Support
Step 1: Prepare Your Information
- Clearly describe the issue (what you expected vs. what happened)
- Include screenshots, videos, or error messages if applicable
- Provide your site URL (if publicly accessible)
- Note your WordPress version and active plugins
Step 2: Contact Me
- Email:
- Support Portal: himenedesign.uk/help
- Include subject line: [Support] Brief issue description
- Provide detailed explanation and steps to reproduce
Step 3: Provide Access (if needed)
If I need to access your WordPress dashboard, create temporary credentials. For security, delete the temporary account after support is complete.
Support Terms & Conditions
- Duration: 90 days from purchase or service delivery date
- Response Time: Within 48 hours on business days (Monday-Friday, 9 AM – 6 PM GMT)
- Scope: Support covers only the original product/service. Significant modifications may limit support capacity
- Commercial Use: You must have a valid license for any commercial use
- Support Channels: Email () and Support Portal (himenedesign.uk/help)
- No Guarantee: While I strive to resolve all issues, I cannot guarantee resolution of issues beyond my control
- Responsibility: You are responsible for keeping backups and maintaining your WordPress installation
Extended & Ongoing Support
After the 90-day support period, several options are available:
To discuss extended support options, contact me via the support portal or email
Get in Touch
| Support Portal | himenedesign.uk/help |
| Business Hours | Monday – Friday, 9 AM – 6 PM GMT |
Thank you for your business. I’m here to ensure your success!