Support Policy

OceanWP Support Policy Overview

This Support Policy describes what kind of support you can expect from us in regards to the OceanWP theme and Ocean extensions.

If you have any questions about this Support Policy or you do not agree with it, please Contact Us before using the OceanWP theme and/or Ocean Extensions.

We may amend this Policy from time to time, therefore it is your obligation to perform occasional checks in order to ensure you are fully aware of any changes. This Support Policy is effective from October 16th, 2016. 

What Do Our Support Services Cover

We only provide support for the OceanWP theme and Ocean extensions, either available through the WordPress repository or purchased via our Website.

What Does the Free Support Cover

Free users are considered all users who have not purchased any of the Ocean Pro Extensions or the Ocean Core Extensions Bundle.

For all OceanWP free users, we provide the basic support level which includes:

  • Answering questions about the OceanWP theme and/or Ocean Extensions options, features and functions;
  • Responding to any bugs you may have found within the OceanWP theme and/or Ocean Extensions.

Free Product Support Channels

All free users can receive our support via:

If you have a questions about any of the Ocean Pro Extensions features or plans, please submit a pre-purchase ticket.

What Is Not Included In the Free Support

Free support services do not cover any of the following:

  • Logging into your website in order to investigate and/or fix any issues,
  • Customization services and/or any other custom work,
  • General WordPress support,
  • Third-party plugins support, except in cases when the issues are related to any of the OceanWP integrations (like with WooCommerce) but ONLY if they are strictly related to the OceanWP theme and/or Ocean Extensions,
  • Theme modification and customization,
  • Third-party plugin integration,
  • Website and/or theme optimization services,
  • Server diagnostics, maintenance and/or other server and hosting related issues,
  • Any other support services which are not directly related to the OceanWP theme and/or Ocean Extensions.

Estimated Free Support Response Time

The support is available during the business hours Monday - Friday. We do not provide support over the weekends.

The usual response time for free users is 48+ hours.

Please note that this is only the estimated and not the actual response time, because the time may vary depending on our work load.

We do our best to provide all users with equal and quality support. However, we do hope that you understand that clients to have priority since they are the ones who help us develop our products and services further, both free and pro.

What Does the Client Support Cover

If you have purchased any of the Ocean Pro Extensions or the Ocean Core Extensions Bundle, then you are entitled to the ticket (email) support system.

For all our clients, we provide the premium level support which includes the following:

  • Answering questions about the OceanWP theme and/or Ocean Extensions options, features and functions;
  • Responding to any bugs you may have found within the OceanWP theme and/or Ocean Extensions;
  • Help with your Ocean Pro Extensions installation and license activation;
  • Help with questions and/or issues related to your user accounts and/or licenses.

Client Product Support Channels

All our clients can receive support by submitting a ticket via our Website, using the For Customers section.

Of course, all clients can also use the same support channels as our free users:

Please note that under the WordPress.org forum Policy we are not allowed to discuss and/or provide support for our Pro Extensions, Pro Demos or other Account/License related issues. If you need support for anything not strictly related to the OceanWP theme and/or free Ocean Extensions, please submit a support ticket.

If your issues are strictly related to Account or Licenses, please submit a support ticket.

Please bear in mind that the Client Support is not the same as Priority Support.

What Is Not Included In the Client Support

Client support services do not cover any of the following:

  • Logging into your website in order to investigate and/or fix any issues except in specific occasions which deem as necessary,
  • Customization services and/or any other custom work,
  • General WordPress support,
  • Third-party plugins support, except in cases when the issues are related to any of the OceanWP integrations (like with WooCommerce) but ONLY if they are strictly related to the OceanWP theme and/or Ocean Extensions,
  • Theme modification and customization,
  • Third-party plugin integration,
  • Website and/or theme optimization services,
  • Server diagnostics, maintenance and/or other server and hosting related issues,
  • Any other support services which are not directly related to the OceanWP theme and/or Ocean Extensions.

Estimated Client Support Response Time

The support is available during the business hours Monday - Friday. We do not provide support over the weekends.

The usual response time for clients is between 24 - 48 hours.

Although we strive to respond to all tickets within the first 24 hours, please note that this is only the estimated and not the actual response time, because the time may vary depending on our work load.

General Client Support Information

We provide our Support Services through our Helpdesk - ticket support system.

In order to take advantage of our services, you need to submit a ticket (For Customers section) or write directly to support [AT] oceanwp.org.

Before submitting a ticket, please ensure you are aware of the support services we do offer.

If you have not received a response after 48 working hours, please submit a ticket again or send us a direct email, because sometimes it may happen that:

  • we have not received your ticket,
  • you have not received our reply.

For each new question and/or issue, please submit a new ticket.

All our Helpdesk tickets, including the information you have shared or will share with us through these tickets are confidential. Only you and our support agents will see the ticket and be aware of its contents.

What Does the Priority Support Cover

Any user who purchases Priority Support services is entitled to priority ticket support.

Priority Support can be purchased regardless of the fact whether you have purchased any of the Ocean Pro Extensions or the Ocean Core Extensions Bundle.

You can purchase Priority Support services:

  • even if you do not own any of the pro licenses,
  • as an additional support package to your pro licenses.

For our Priority Support users, we provide the priority level support which includes the following:

  • Answering questions about the OceanWP theme and/or Ocean Extensions options, features and functions;
  • Responding to any bugs you may have found within the OceanWP theme and/or Ocean Extensions;
  • Help with the OceanWP theme and/or Ocean Extensions features;
  • Help with your Ocean Pro Extensions installation and license activation;
  • Help with questions and/or issues related to your user accounts and/or licenses;
  • Theme and/or extensions conflict testing;
  • Debugging websites via (S)FTP/wp-admin;
  • Priority in ticket replies.

Priority Support Channels

All our Priority Support clients can receive support by submitting a Priority Support ticket.

What Is Not Included In the Priority Support

Priority support services do not cover any of the following:

  • Customization services and/or any other custom work,
  • General WordPress support,
  • Third-party plugins support, except in cases when the issues are related to any of the OceanWP integrations (like with WooCommerce) but ONLY if they are strictly related to the OceanWP theme and/or Ocean Extensions,
  • Theme modification and customization,
  • Third-party plugin integration,
  • Website and/or theme optimization services,
  • Server diagnostics, maintenance and/or other server and hosting related issues,
  • Any other support services which are not directly related to the OceanWP theme and/or Ocean Extensions.

Estimated Priority Support Response Time

Priority support is available during the business hours Monday - Friday. We do not provide support over the weekends.

The usual response time for clients is within the first 24 hours.

Please note that this is only the estimated and not the actual response time, because the time may vary depending on our work load.

General Priority Support Information

We provide our Priority Support Services through our Helpdesk - ticket support system.

In order to take advantage of our services, you need to submit a priority support ticket.

Before submitting a ticket or purchase Priority Support services, please ensure you are aware of the support services we do offer.

If you have not received a response after 48 working hours, please submit a ticket again or send us a direct email, because sometimes it may happen that:

  • we have not received your ticket,
  • you have not received our reply.

For each new question and/or issue, please submit a new ticket.

All our Helpdesk tickets, including the information you have shared or will share with us through these tickets are confidential. Only you and our support agents will see the ticket and be aware of its contents.

Other Support Options

In addition to our support services, we have also compiled a thorough documentation for the OceanWP theme and Ocean Extensions that covers all general questions, explanations, guides, troubleshooting advice to known and/or repetitive issues that are not bug related, as well as custom PHP and CSS codes.

Before submitting a ticket or posting a thread on any of our channels, please make sure you have tried finding the answer to your questions and/or resolving the issue by going through or docs.

At this moment, we do NOT provide any kind of support via:

Bug Reports

If you have stumbled upon any bugs in relation to the OceanWP theme and/or any of our Ocean Extensions, you can notify us via:

We will fix any bugs in the OceanWP theme and/or Ocean Extensions as soon as possible, after they have been brought to our attention.

We will also try to provide a temporary solution through our ticket support system for smaller bugs and/or errors as a precursor to a more substantial update to the OceanWP theme and/or particular Ocean Extension.

Please note that when submitting a bug report, you need to:

  • provide us with the exact steps to replicate the issue/bug
  • provide us with your WordPress environment info (PHP version, WordPress Memory Limit, etc).

Before submitting a bug report, please make sure the issue is actually specific only with the OceanWP theme and/or Ocean Extensions by:

Customization

We provide the OceanWP theme and all Ocean Extensions as is.

While we may assist you with the configuration of the OceanWP theme and/or Ocean Extensions within their respective capabilities, we do NOT customize any of our Ocean products nor provide support for third-party customization of Ocean products.

A Customization is considered to be anything that changes the way the OceanWP theme and/or Ocean Extensions look and/or function relative to how we make the Ocean products available to you.

If you need customization services, we will do our best to offer advice and redirect you to appropriate resources. However, please bear in mind that we do not take responsibility or endorse nor any third-party solutions for customized OceanWP theme and/or Ocean Extensions.

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