Squarestylist Support Policy

At Squarestylist, we are committed to assisting our customers in achieving success by offering complimentary technical support with every purchase for a period of 90-days from the date of purchase. 

Please refer to our support policy below for comprehensive information on the maintenance and customer support provided for all products acquired from Squarestylist. Kindly note that the support policy may be subject to change without prior notice, however we will try to keep our customers informed of any updates as we work to maintain an up-to-date support policy on our website. 

Duration of Complimentary Support:

Complimentary support services are provided for a period of 90 days from the date of purchase. This ensures that our customers receive assistance and guidance during the initial phase of product use to facilitate a seamless experience. After the 90-day period, customers may explore additional support options available for a fee.

Eligibility for Squarestylist's Complimentary Support

The Squarestylist Support Policy is exclusively available to customers who have purchased components directly from Squarestylist. This policy aims to ensure that our valued customers receive dedicated support and assistance tailored to their specific product purchases.

Extent of Support Offered

Our support scope encompasses providing guidance for reasonable technical inquiries related to the installation and fundamental configuration of components featured on our demonstration websites. Additionally, we offer complimentary updates to address bug fixes and minor enhancements within the current major version number. Please note that major upgrades may require an additional fee.

Exclusions from Support Policy

1. Comprehensive Installation Services
   Comprehensive installation of components falls outside the scope of this policy but is available for an additional fee. This requirement is due to the necessity of accessing your website for installation purposes. The installation package includes the initial setup of the component in accordance with our demo, along with two subsequent revisions post-initial installation. Our installation service does not cover extensive styling or customization beyond what is demonstrated in our demo. Any further customization or styling beyond the two included revisions will incur additional charges.

   To take advantage of the installation package, we recommend that customers contact the support team for more information on how to proceed with the installation package. Our team will guide you through the process and assist with setting up the installation service to ensure a smooth and efficient experience.

2. Styling & Customization Services

   Styling and customization services beyond the features presented in the demos are not covered under the complimentary support provided with the purchase. Our support policy focuses on offering technical guidance for the basic setup of components showcased on our demo websites. Additional customization services beyond these predefined features may be available for an additional fee. For inquiries regarding customization options, please contact our team for further assistance.

3. Support for Third-Party Components
   Support for third-party plugins, themes, or custom code not directly related to our components is not covered within the scope of our support policy. Our assistance is primarily focused on addressing inquiries and issues related to the functionalities and features of our own components. For questions or concerns regarding third-party elements, we recommend reaching out to the respective providers for assistance.

4. Submitting a Support Request
   All support requests must be submitted through our designated support channels:

   Email: https://www.squarestylist.com/contact

   Ticketing System: https://vault.squarestylist.com/

   All requests for technical support must contain detailed information about the technical issue. Please be prepared to provide as much of the following information as possible: 

   • The name of the component

   • The email where the customer can be reached. 

   • Details explaining the need for support

   • Details explaining steps taken by the customer to resolve the issue, if any.

5. Support Request Response Time 
   Support requests are prioritized on a "first come, first served" basis. We aim to acknowledge all requests within two business days. The actual response time may vary based on the issue's complexity and the volume of active support sessions.

6. Troubleshooting Procedures
   To address any issues, we may request temporary administrative access to your website and you are responsible for establishing a staging environment for troubleshooting when deemed necessary. We assure you that your data will be handled with the utmost confidentiality, backups will be created, and all essential precautions will be taken to uphold the integrity and security of your site. 

7. Unresolved Technical Issues
   In the event that we are unable to resolve an issue, we maintain the discretion to decline further technical assistance. Should this occur, and if deemed appropriate, a refund may be considered in accordance with our refund policy if the component is rendered unusable due to a confirmed bug that remains unresolved by our team. Please note that refunds will not be provided for instances of buyer's remorse or if the component does not meet subjective expectations.

8. Operating Hours for Support:
   The support desk will be available for assistance from 8:00 AM to 5:00 PM PST, Monday through Friday, excluding public holidays. During these hours, our team will be dedicated to addressing your inquiries and providing timely support for any issues or questions you may have.

9. Customer Support Language:
   All customer support provided by our company will be conducted in the English language. For efficient assistance, we require all support requests to be submitted and transcribed in English. This language requirement ensures clear communication and effective resolution of questions or issues.

Legal Disclaimer: The use of components purchased from our company is at your own risk. Compatibility with other plugins, custom code, or extensions is not guaranteed for our components. Support is offered on a best-effort basis. We disclaim all liability for any direct, indirect, incidental, or consequential damages arising from the use of our products, including but not limited to loss of data, profits, or business interruption. By using our products, you agree to hold us harmless from any claims, damages, or liabilities. This disclaimer applies to all products and components provided by our company.

By purchasing and using our components, you agree to abide by this support policy.