Idtheme Support Policy

This document explains the scope of support provided by Idtheme for the themes and plugins sold.

Who Is Eligible for Support

All official buyers who purchase directly from Idtheme / Kentooz:
- Both Developer and Personal licenses.
If you purchased a product from a Developer license holder:
- Ask the license holder for assistance first.
- If needed, the Developer license holder will contact Idtheme for additional help.
If you purchased from a third party with an unofficial license:
- You are not entitled to support or other benefits.

For assistance via email or WhatsApp:

Idtheme may ask you to:
- Send an email using the purchase email on Kentooz.
- Send WhatsApp using the number listed in your member account.

Idtheme only provides support for official products sold on idtheme.com.

Support services include:

Assistance with theme/plugin installation.
Help with basic product configuration and usage.
Assistance if a fatal error occurs related to Idtheme themes/plugins (provided you use the latest versions of the theme/plugin and WordPress).

If you need help configuring a theme:

It’s recommended to read the theme documentation first.
Many common questions are already answered in the documentation.
If not covered, you can:
- Submit a ticket via the helpdesk.
- Send an email to the provided support address.

If a bug is found in a theme or plugin:

The Idtheme team will try to fix it as soon as possible after verification.
In some cases:
- You may be given a temporary solution (patch/manual fix) before an official update is released.
- If you have trouble following the fix, Idtheme may request access to your site to inspect and fix the bug directly.

The following are generally not covered by standard support:

Bugs or conflicts originating from third‑party plugins:
- Idtheme may ask you to disable third‑party plugins during troubleshooting.
General WordPress support (outside Idtheme products), such as:
- How to install WordPress on a specific hosting.
- Nginx server configuration, server optimization, etc.
- For these, refer to WordPress.org documentation or your hosting provider.
Heavy code customization:
- Building complex new features.
- Writing large custom functions beyond the theme’s scope.
Idtheme usually helps only with light customization related to theme features.

If you need advanced customization:

Consider hiring a freelancer, for example:
- projects.co.id
- freelancer.co.id
- PHP forums or other developer communities.

Support is answered when the team is online.
Schedule:
- Monday–Sunday the team is online, but:
- Saturday and Sunday typically have slower response times.
A Facebook group is available for community discussion/support; the link can be found in the member area.