Support Policy
Technical support and updates are offered on Rocket Apps themes for 12 months from the date of purchase. Any official extensions you have purchased are also covered during this 12 month period.
What happens after my 12 months support has ended?
After your 12 month support life-cycle has ended you can continue to use Rocket Apps products without any restrictions for as long as you like, however, you will not be able to receive updates to the core product or log support tickets. You will still be able to update your official extensions but bear in mind they are often updated (or new add-ons are released) and may (or may not) require you to be running the latest theme.
While you can continue to use Rocket Apps products with an expired support license for as long as you like, there is no guarantee that it will continue to work without issue if you are not running the latest version.
In order to continue to receive updates and technical support after the 12 month support life-cycle has ended, and guarantee that your Rocket Apps theme(s) run(s) properly, you will need to renew your support for another 12 months. The cost of the support renewal is $39 and grants you another 12 months support and updates.
Supported Versions
Support is only offered for the latest version of Rocket Apps products. Older outdated versions will not be supported, nor will any modifications you may have made. Before logging a support ticket you will be required to confirm that you are running the latest version.
Where can I see my current support status?
There are two ways to see your support status. Either log in to your client dashboard on this website, or in the theme settings page. Both will indicate your current support status.
3rd party plugins, modifications and non-standard scenarios
Technical support cannot be offered under these conditions:
- if issues occur when a 3rd party plug-in is activated
- to help you solve issues caused by your own modifications
- when running a Rocket Apps theme as a child-theme or on a multi-site setup
- if you don’t meet the minimum requirements
- if an unknown outside influence is causing issues
Hosting issues
Issues related to your choice of web hosting are your own responsibility. Aside from being unrelated to Rocket Apps, this is also a completely different field of expertise and you would be best advised to consult with your hosting provider.
Why won’t you help me with my own modifications?
While I understand the compulsion to make modifications to the theme (and that’s totally cool), opening the ‘modification support’ can of worms literally means I’d never have time for anything else, including important work like improving the products.
Of course, if you spot a bug or some other technical issue with a Rocket Apps product, no problem I’m here to help. But if you can’t get ‘Jimmy’s Fantastic WP Plugin’ to work because it has some sort of conflict with it, or a modification you made to the theme or an add-on is not working as expected, then that falls outside the support policy.
It is also worth noting that as development is always ongoing, Rocket Apps products may undergo significant engineering changes and there’s no guarantee it’ll be compatible with any existing modifications you may have made in the future.
Will you accept payment to help me solve my problem that involves 3rd party plugins, modifications or non-standard scenarios?
For the same reasons mentioned above, no.