Item Support Policy

Regular License

Use, by you or one client, in a single end product which end users are not charged for. The total price includes the item price and a buyer fee.

Extended License

Use, by you or one client, in a single end product which end users can be charged for. The total price includes the item price and a buyer fee.

Licenses

The majority of our items are covered by our Standard Licenses. If your end product including the item is going to be free to the end user then a Regular License is what you need. An Extended License is required if the end user must pay to use the end product.

 

 

Regular

License

Extended

License
Number of end products 1 1
Use in a single end product YES
Yes
YES
Yes
Use in a free end product
(more than one end user allowed)
YES
Yes
YES
One license per each
Use in an end product that's sold NO
No
YES
One license per each
On-demand products/services
(e.g. "made to order" or "create your own" apps and sites)
One license per each
customized end product
NO
No
  No  

Note to freelancers and creative agencies:

You may charge your client for your services to create an end product, even under the Regular License. But you can’t use one of our Licenses on multiple clients or jobs.

Read the item documentation first

Many support queries and technical questions will already be answered in supporting documentation such as FAQ's and comments from previous buyers. We also make sure that all of the items sold on App Codes have documentation included so always check the included information.

What's included in item support

Answering questions about how to use the item

During the item support period, we available to answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).

Answering technical questions about the item (and included third party assets)

During the item support period the author is expected to be available to:

  • Answer your specific questions about the features and functionality of the item
  • Provide some guidance on the way the item is designed
  • Help you with issues related to using the item and getting the most value out of its functionality.
  • Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.

Help with defects in the item or included third party assets

During the item support period, you can report and discuss bugs and minor item defects with us, and we are expected to be available to assist you with reported bugs. If appropriate, we may issue bug fixes directly to you as part of item support. (If we decides to address a bug fix through a general version update, that update will be available to all buyers.)

Item updates to ensure ongoing compatibility and to resolve security vulnerabilities

If a supported item includes a third party asset (e.g., a plugin), or is intended to work with third party software or platforms (e.g. a CMS), we are expected to ensure the item remains compatible if the software or platform version is updated. This includes if the third party asset has a security update. Item updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by us, and enables us to maintain items in these ways.

What's not included in item support

Item customization

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend contacting us to see if we privately offer paid customisation services.

Installation of the item

Buyers have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS. If you’re after installation services, you can ask us if we privately offer paid installation services.

Hosting, server environment, or software

We are not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

What’s included in all item purchases

Updates to ensure the item works as described and is protected against major security concerns

All items on App Codes should work as described by us (in the preview, screenshots, item description, etc) and be protected from major security issues.

In the instance that there is something wrong with the item and you are expecting an update; depending on the type of update, it can take several days/weeks to properly fix, test, review and release.

Included version updates for all items

In addition to updating an item to keep it working as described or to fix major security issues, authors of all items may from time to time and at their discretion, provide other updates to improve or modify the functionality of an item or fix other minor issues. Generally supported items will provide these type of updates more frequently to keep their items up to date for sale. In all instances, the new version of the item will automatically be made available to previous buyers through the Downloads page.

Fair-use, and other details

We believe our time is best spent using our amazing creative and technical skills to build great new items and keep our existing items up-to-date. We suggest that before you ask for support, read the documentation (included with the downloaded item) and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.

 

 

We sell items to many buyers, so the time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks for us to properly fix, test, review and release. We can also take breaks (e.g. a vacation) from providing item support. We will let you know of any extended breaks via the Support and Comments tabs on items.

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