This Vemaika Support Policy describes what support you can expect from us in regards to Vemaika Service.
If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 6 December 2022.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
We only support our Products, sold on Vemaika.com. Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your plugin, please first check the documentation and FAQs of the extension. Your question might have been answered already. If it hasn’t, please submit a support ticket.
Retired products are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket at our Helpdesk.
As part of the support and troubleshooting process, updating the to latest version often resolves any problems so we do recommend this initially. For more information about how to do this, please see our documentation.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, mail us on email@example.com.
Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third Party products and services. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.
We provide our Products as is. While we can help you to configure our products within the capabilities of each plugin, we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.
We provide Support Services through our Helpdesk – this can be Live Chat or Email based support. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter, or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you – if you do, . Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it.
Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.
The defined terms in the Supplementary Glossary below in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.