Support Policy
RTW Technologies Pvt. Ltd. has an active support team to help customers with technical setup, bug fixation, and related issues.
Support Period Validity
All products purchased from RTW Technologies Pvt. Ltd. are inclusive of support for a period of 6 months for the date of purchase. However, there is an option for the buyers to avail extended support for an additional 6 months (maximum) at a special price. You can purchase support services for a maximum of 12 months from the date of purchase at the time of buying a product.
Medium of Support
For all products, the company provides extensive knowledgebase via documentation, video tutorials, step-by-step product installation and setup guides.
We additionally have a support desk to respond to all pre-sales queries, and requests received via support tickets.
Additionally, we may send a notification to your email address mentioned at the time of submitting the request. We do our best to reach you at the earliest to resolve your problem.
Active Hours
The support desk office timing at RTW is 9.00 a.m.-5.00 p.m. IST. Our team of developers is available at the support desk during the office hours to receive and process your requests all 7 days of the week throughout the year.
All requests received during the office timings as mentioned above will be addressed within 12-24 hours from the time of submission.
However, the ticket submission tool is open 24x7 so feel free to submit any request or query as per convenience. We are highly committed to getting back to you at the earliest. You can expect a communication within 48 hours from the time of submission.
Included Support
- Regular software version updates (including discretionary versions) to ensure high-speed accurate functionality, security audits, and repairs, etc.
- Support from the author regarding installation, product setup and associated factors.
- Answering technical questions raised by the license buyers including product features, settings options, etc.
- Address issues raised due to any technical malfunctioning, bugs, defects or otherwise (inclusive on any third-party assets within the product).
Exceptions
RTW is not liable for extending support within the license validity period if the buyer generates a ticket for addressing one or more of the following issues:
- Resolve problems arising due to the non-functionality or bug within any third party theme, widgets, snippets or plugins on the website.
- Plugin integration with other third-party items not included or supported in the product configurations and features.
- WordPress website support or configuration (Please contact WordPress Community Support).
- Any request received for adding new features not included in the product description at the time of license purchase.
- Any feature customization, colour change or others if not mentioned in the product description.
Guaranteed Bugs/Error Fixation
Any report of bug issue or program coding error received will be addressed by the RTW team of developers within 48 hours. However, in case of major issues, it can take up to 72 hours to restore the product to perfect functionality and performance.
We will additionally provide a new version update for providing complete security and functionality.