Effective Date: January 1, 2025
Last Updated: January 1, 2026
We are committed to providing reliable support whenever you need it. Our 24/7 support system allows you to submit requests at any time, and this Support Policy explains the duration of support, available support channels, expected response times, and the scope of the support services we provide.
Support Duration
Support is provided according to the license you purchase.
a. Annual License
- Includes 12 months of premium support from the date of purchase.
- Support can be extended by renewing your annual license before or after expiration.
- Once the license expires, your theme will continue to function, but you will no longer receive premium support or product updates until the license is renewed.
b. Lifetime License
- Includes lifetime premium support for the purchased product.
- Lifetime support covers updates, bug fixes, and assistance with supported product features for as long as the product is actively maintained.
Support Channels
We provide support through the following official channels:
- Email Support
- Live chats
- Support Form on our website
Support requests submitted through unofficial channels, including social media platforms or blog comments, may not receive a response.
To help us resolve your issue quickly, please include:
- Your purchase email or license key
- Theme version
- WordPress version
- PHP version (if applicable)
- A detailed description of the issue
- Screenshots, error messages, or screen recordings when available
Response Time
We strive to respond to every support request as quickly as possible.
Our typical response times are:
- First Response: Within 24 hours
- Most Issues Resolved: Within 1–3 days
- Complex Issues: May require additional investigation and development time
Please note that response times are targets, not guarantees.
Support Coverage
Our support includes assistance with:
- Product installation and activation
- License activation and management
- Product setup and configuration
- Importing demo content (where available)
- Using built-in product features and customization options
- Bug reports and issue resolution
- Compatibility issues with supported versions of WordPress
- Automatic updates and licensing issues
What’s Not Covered
Our standard support does not include:
- Custom development or feature requests
- Custom CSS, PHP, JavaScript, or design modifications
- Third-party plugin installation or configuration
- Website migrations
- Server, hosting, DNS, or email configuration
- Search engine optimization (SEO) services
- Recovery of hacked or compromised websites
- General WordPress training unrelated to our themes
Although we may offer recommendations where possible, these services are outside the scope of our support.
Theme Updates
Customers with an active license receive:
- Feature improvements
- Bug fixes
- Security patches
- Compatibility updates for supported WordPress releases
- Performance enhancements
We strongly recommend creating a complete website backup before installing any update.
Fair Use Policy
Our support service is intended to help customers successfully use our products.
We reserve the right to limit or refuse support in cases involving:
- Abusive, threatening, or inappropriate behavior
- Requests unrelated to our products
- Excessive support requests beyond the intended scope
- Pirated, nulled, modified, or unauthorized copies of our products
- Unsupported customizations that significantly alter the original product
Contact Us
If you have questions about this Support Policy, please contact us at:
Email: support@korathemes.com
My Account Portal: Accessible via the My Account link on our website
Response Time: Within 24 hours
Our support team is committed to providing professional, friendly, and timely assistance. We value your feedback and continuously improve our products based on customer suggestions and reported issues.