Support Time Frame

We strive to monitor emails and tickets throughout the day. However, due to different time zones and inquiry volumes, response times may take up to 24-48 hours, Monday through Friday, with a target of 24 hours.

Business Hours:

  • Monday - Friday: 08:00 AM to 05:30 PM (GMT+7)
  • Saturday - Sunday: Closed

Before contacting support, please review the documentation included with your purchased item, as it often contains answers to common questions. Each template includes detailed documentation and instructional videos.

What's Included in Item Support

1. Support Period

2. Usage Assistance

During the support period, we're available to answer general questions about the item and its usage. For example, "How do I make my homepage look like the preview?"

3. Technical Support

We provide:

  • Answers to specific questions about item features and functionality
  • Guidance on item design
  • Support for third-party assets or functionality bundled with the item

4. Bug Fixes

You can report bugs and minor defects during the support period. We'll assist you and may issue bug fixes directly or through general version updates.

What's Not Included in Item Support

1. Item Customization

Support doesn't cover modifications or extensions beyond the original features, style, and functionality described on the item page. For customization services, our expert team offers professional services separately.

2. Theme Installation

Support doesn't include installation help. You should have a working knowledge of the relevant software platforms and technologies. For installation services, contact us for professional assistance.

3. Add-on/Module Re-Installation

While we provide free installation with purchase, re-installation on a new theme or store will incur a fee due to the time involved.

4. Hosting and Server Environment

We don't support issues related to web hosting, server environments, or software installed on your machine.

What's Included in All Item Purchases

1. Security and Functionality Updates

All items from MAK Digital Design should work as described and be protected against major security concerns. We assess security issues based on their impact on buyers and users.

2. Version Updates

We may provide updates to improve functionality or fix minor issues. These updates will be available to previous buyers through the Downloads page.

Post-Support Period Policy

1. Limited Free Support

After your support period expires, we may still provide free support for:

  • Bugs related to the item itself
  • Easy-to-fix bugs through direct fixes or general version updates

2. Paid Support Extension

For non-bug-related requests, such as changes, adjustments, or technical questions, you'll need to purchase a support extension.

Support Extension

To continue receiving comprehensive support after your initial period expires, you can purchase a support extension. This ensures uninterrupted assistance for your MAK Digital Design products.

For any questions about our support policy or to purchase a support extension, please contact our customer service team.

Contact Customer Support

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