1. Documentation and product version
Please, read the product documentation (user manual) before submitting a ticket in this support center. The documentation for all of WebMan Design products is thorough and explanatory and there is a high chance it contains the answer to your issue or question already.
You can find all WebMan Design product documentations at webmandesign.github.io/docs/
Also, please make sure you are using most recent, up to date product version.
2. Creating a ticket
Please, always create a mono-thematic tickets, describing a single issue. This way the ticket can be easily and quickly resolved. If you have more issues to report, or more questions to ask, try searching the knowledge base articles and forums first, and when you don’t find the answers, create a new ticket for each issue separately. Please provide as many details about your issue as possible.
Including screenshots in your issue description is very helpful (when using ticket/reply attachment field, maximum allowed file size is 320 KB).
Also, including URL to affected page speeds up resolution process as we can check the issue personally online immediately. The “Related website URL” field in ticket/reply form produces publicly hidden data, so nobody will see your website URL except you and our support team.
Also, please, make sure you log your ticket to an appropriate forum. Each forum represents a product, a WordPress theme you use. List of forums →
3. Private replies
In case you are sharing a sensitive information such as website access details, please always mark your reply as private.
Please note we take no responsibility for inappropriate use of this support forum when you share a sensitive information → please read section “4. Sensitive information” below.
If you only want to share a website URL privately, use “Related website URL” field in ticket/reply form. There is no need to make the whole reply private in this case. The URL will only be displayed to you and to our support team – nobody else will be able to see the URL you’ve shared.
4. Sharing sensitive information
In case of submitting your website access details, please:
- Always provide the login credentials in a private reply only!
- Provide a new temporary user account only on your website for the time the issue is being resolved, if asked for a website access by our team.
(You can even use a plugin for creating logins.) - Never post your own personal access credentials! Create a new user account for us specifically instead → see the previous step.
- After your ticket is answered and issue resolved, please delete the temporary access account from your website for security reasons!
The security is of high priority to us!
We do not hold any responsibility for stolen website access credentials, stolen data or otherwise malfunctioned website due to not deleting the temporary access accounts and not following the basic security precautions.
5. User account deletion
Please note that due to privacy and security reasons we delete all user accounts that have never logged in or created no support ticket or reply and are older than 2 months or user has not logged in for 2 months.
Only user accounts with no support tickets and replies will be deleted. If you have created a support ticket or replied to one, you can rest assured your user account will not be deleted. Except when you specifically ask us to do so (in a new support ticket).
Here are some examples when your user account will be deleted:
You have created a user account on this support forum website…
…2 weeks ago and have never logged in,
…6 months ago and have never created a ticket or a reply and last time logged in 2 months ago.
In case you find out you can no longer log into this support forum website, your user account might have been deleted due to inactivity conditions mentioned above. We are very sorry for inconvenience caused, please understand our reasons. You can always create a user account again and log a support ticket if needed.
6. Support scope
Our product support scope currently consist of:
- No product customization services.
- No product modification. We understand that there is a fine line between what is considered a support request and product modification. We will do our best to assist you with any type of query, but can’t provide extensive help for a theme modifications.
We will provide useful tips and information that should help you modify the theme to your needs, though.
You can also hire a 3rd party developer to modify the theme for you. - No support for thirds-party software, such as plugins, not created by WebMan Design. In such cases, please contact the plugin developer for help.
Thank you for understanding.
7. Free themes
Please understand that you might experience delays in answering your ticket logged for a free WordPress theme. This is because we prioritize our paid WordPress themes customers. We will do our best to answer your ticket in timely manner, though.
Thank you for understanding.
8. Agreement
By submitting a ticket or reply in this support forum you agree with and understand these Terms of Service.
You also agree to WebMan Design Privacy Policy.