Website Technical Support Services

Website Technical Support Services

Supported Products

WordPress | Woocommerce | HTML Website

What is Included in Website Technical Support Services:

• Available for purchased WordPress templates (We provide Premium support for WordPress themes. It is available only for the designs you have purchased at imw3.com)
• Access to technical documentation and knowledge base (You will get step-by-step documentation and tutorials for installing, configuring and maintaining your website template.)
• Support via ticket system. Average response time is 1-8 hours on business days
• Bug fixes for ZEMEZ templates and plugins. Implementation of bug fixes on a live website
• Error debugging and complex issues troubleshooting (We provide feedback and recommendations for any unusual problems and errors (template or module related, hosting related or issues caused due to implemented modifications of the initial code/structure).
• Template related complex problem correction (Customization of the template by a third-party developer or by you can cause problems on your website, as well as additions that have been added to the initial template code. We can identify the problem and fix it if it specifically affects and is related to the template files.)
• Third-party plugin related issues investigation (Our experts investigate problems associated with third-party modules or scripts and provide feedback on how to rectify the issues.)
• Site speed audit and assistance with speed optimization (We check the website and perform speed tests, then we give the client a list with reasons for the slow loading of the site, possible solutions. Client may also receive a price quote to solve the problem by our developers.)
• Free template installation (We will install and activate one of your ZEMEZ templates for free. Available only for 6 and 12 months packages)
• 5 hours of webmaster assistance (Includes site diagnostics, site debugging, personalized assistance, instafast service and fixing minor errors as well as minor site customizations. If the client’s request goes beyond minor changes - we offer special discounted prices for the customization required. Available only for 6 and 12 months packages)

How Premium Support Works:

Placing the Order (24 hrs)
Once you purchase the offer on our website, you will be added to a special group of Premium Support users.

Using the Service (From 1 to 12 months)
You can simply send us an email to get support. No need to do anything extra: you will have the benefit of all the advantages of the Premium Support plan right after the purchase is done.

Renewing the Subscription (after the Premium Support service term ends)
When the Premium Support period is over, you will be automatically transferred to the basic free support. To have the benefit of all the Premium Support features again, you will need to purchase the offer one more time.

Why You Need Website Technical Support Services

You have purchased a template and would like to launch your website with it. That should be easy. You may have previously worked with templates before and are already aware of what to do. Or you are preparing to find Google tutorials and instructions that may help you. You can also stick to video lessons from YouTube and apply the required changes step-by-step. Today the options are limitless. You just need to invest enough time to learn how your template works and how you can customize it.

Even if you haven’t done anything similar before, the amount of new information may be huge. You may not be confident about how and where to start. You may not be aware of all the technical terms that you see in the tutorials. You may face complex tech issues that will not be easy for you to troubleshoot and no tutorial provides you with a working solution. You do not have much time to shape all that out and do not want to invest months in creating a site. In no time, you may give up the idea of owning a website. If you have caught up in a similar situation, our Premium Website Technical Support Services service will be the recommended option for you.

Our paid support plan is focused on providing priority assistance whenever you need it through our ticket system. You will be allocated to a special Priority Queue to be connected to a support operator without any delays.

Additionally, if you opt for three or more months of Premium Support, we will include a few extra bonuses for you:

• Free template installation for 6 and 12 months plans
• 5 hours of Webmaster Assistance which you can use for site diagnostics, site debugging, fixing errors, personalized assistance, instafast service, and minor site customizations
• 15% discount for any customization service provided by TM Web Studio

Please note:

• Premium Website Technical Support Services is available WordPress themes.
• Premium Support is provided only for the templates purchased at https://www.imw3.com/. It is not available for the themes downloaded from other sources.
• Premium Support is offered as an update of the basic technical support plan. It can be ordered if the basic technical support is still active or its prolongation is already purchased.

FAQ

Why free support may not be enough?
Free website support is preferable for experienced users and involves only basic assistance, for example, answering general queries about using your template, its built-in features, and functionalities. The free support plan does not contain support for minor or major theme changes and customizations, or the concerns caused by the software installed on your computer, hosting environment, or inappropriate modifications of the theme.

How does the support priority work?
When you use the ticket system, as a holder of the premium website support package you won't have to be in the queue and can get answers from our representatives right away. When you use the tickets system, the holder of the Premium Support plan will get their requests done in the first place.

What are the working hours?
We offer support services only from 9 am to 6 pm IST on business days.

Do you provide Premium Website Support for the templates downloaded from other sources?
Sorry, Premium Support is provided only for the templates purchased at imw3.com It is not available for the themes downloaded from other sources.