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Support & Updates

How to contact support

We will only provide support services through email (support@lightignite.com). We don’t provide support through any other channel (including, but not limited to Facebook, Twitter or over the phone) at this time.

We may ask you to send us your login details if we need them in order to assist you. Support requests and the information you share with us through them are confidential. Only you and our support team will see your request.

What our support service covers

We only support products sold through LightIgnite.com. Our support service includes assistance and basic troubleshooting with product installations, configuration and use.

Retired products will be supported for 6 months after the end of the retirement month. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a support request.

What our support service doesn’t cover

Custom development work is not included with your product purchase and, should you require it, will be estimated and billed separately.

Our support service does not cover third party products and services. We may require you to disable third party products which are installed alongside our products before we will be able to assist you.

We do not give general LightCMS support. Please contact support@lightcms.com for general LightCMS support.

Customization

All products are provided as is. We do not customize our products or support any third party customizations of our products as a part of the support service. A customization is anything that changes the way our products look or function relative to how we make our products available to you.

An estimate for customization work can be issued to you upon request and will be subject to its own set of terms and limitations.

Product updates

We will attempt to fix any defects in our products as quickly as possible after they are brought to our attention. We will also try provide a solution via support requests for smaller defects or errors as a precursor to a more substantial update to the particular product as part of our scheduled product updates.

Though we are committed to maintaining high-quality products, ongoing bug fixes, LightCMS compatibility updates (to maintain parity with new LightCMS features), and other product improvements are not guaranteed.

When a new version of a product is released, users with active support service may access and install the new version of that product. Any customizations made to the previous version of the product may have to be implemented again and will likely be lost if not preserved before updating.

Assisted upgrade service is not included in your product purchase but a custom estimate can be provided if you’d prefer that we manually install the upgrade for you.

General information

Although we strive to respond to all theme queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

If you would like to contact us regarding account related issues or pre-sales questions please use our contact form. We will respond to you as soon as possible.

Support and updates period

Support and updates service for each product expires one (1) year from the purchase date of that product. You may renew the support service for your paid products on the anniversary of your paid products’ purchase.