In the following section we explain the terms of what is deemed support and what falls under support assistance:
- Guidance in choosing the right template and services for your project.
- Explanation and help to achieve the demo output or questions on how to achieve a specific layout (using the product’s available options).
- Answer to your specific questions about the features and functionality of the item.
- Help you with issues related to using the item and getting the most value out of its functionality.
- Bug fixes and help with defects.
Nomade Templates provides support for its own products only. We do not provide support for third party products or services, nor do we provide support for our own products when obtained through third parties.
Our products are provided as is. We include numerous page layouts, blocks, custom functionality and options to our template, which allows you to build various pages and layouts. We do not provide support with additional customization, nor do we guarantee that our products will be compatible with third party software, plugins or services that are not recommended by us.
If you do not use our hosting services, we assume before we start support that you have made all necessary backups of the website. Making backups is your own responsibility, we hold no liability for users that have not taken the necessary steps to maintain an active and up to date backup of their site. Unless you have our hosting services, but still remind that making your own backup is a must.
We are always here to listen, and adding new features and improvements to templates is important to us. On a regular basis, we launch templates updates based on community feedback and market trends.
There are various methods to contact Nomad Templates for support:
- FAQ & Tutorials
- Plan a call
Many support queries and technical questions will already be answered in supporting FAQ & tutorials, it is the quickest method to find what you’re after. We highly recommend reviewing the FAQ before submitting sending an email.
You can also leave feedback on any article letting us know where we can improve. The more feedback we receive the better and easier we can make your Nomade Template experience.
If after consulting with FAQ & tutorials, you can not find a solution to your issue, you can contact us by sending an email or plan a call. Note that our Support team is available Mon-Fri, 9 AM to 6 PM LIS, with limited coverage on the weekends. Our average response time between 6 and 12 hours, and no more than 24 hours. During busy season due to the number of emails the response time limit is 48 hours.
We provide support for all templates for a period of 12 months from template purchase, the average lifespan of a website.
All templates will also receive updates to be compatible with WordPress for up to 6 months after the template is removed from our product line.
While templates license is for life for one time purchases, the template’s lifespan is guaranteed by Nomade Templates for up to 18 months from the official creation release date, which is noted on the product page. You can still use your template after this period until your hosting provider requirements will outgrow in 2-3 years.
What is included in Support
Nomade Templates provides support for its own products only. These include templates (with exception Legacy templates). Support is performed for free and includes bug fixes and help with defects. Additional customizations are considered paid support.
Our hosting service is free for our customers for the first year, after this year you will be informed 2 months in advance that the first year of free hosting is coming to an end, after this first year we offer hosting services for 200 euros per year.
This amount can be paid monthly, quarterly, or paid annually.
For more information on what is included in our hosting services, see the article.
Whilst we aim to offer the best possible support to all clients, limits must be set in place to prevent abuse of our support system. The limits are related to the number of tickets lodged by an individual per month, which is 7 per individual in any one month, with a limit of up to 80 tickets per year.
6.1. What is not included with Support
Support limits are also related to what is not covered by Nomade Templates support team:
6.a. Template Setup and Customization
Support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. However, we have additional customization services that will help you tailor the item to your specific requirements. We recommend getting in touch via ticket or schedule a call for more details
6.b. Technical Issues – Hosting
If you use our hosting service, view our documents for troubleshooting and the terms that fall within our hosting services, submit a ticket or schedule a call if you have not found the answer.
If you don’t use our hosting services be aware that we are not directly responsible for hosting related issues, contact your hosting provider for further details.
If you’ve made an update to one of our themes and or plugins, and this causes an error with your site, please contact us directly via here.
We are not responsible for backups of your site if you don’t use our hosting services. Please ensure you’ve taken the correct steps to maintain an up to date backup of your site offline and if possible online through your hosting company.
6.d. Technical Issues – Site Hacked
Please contact your hosting provider if your not using our hosting services, or get in touch with services such as Sucuri who deal specifically with these issues. There are many reasons why this could have happened, WordPress vulnerabilities, out of date plugins, weak passwords, malware on your hardware etc.
6.e. Technical Issues – Emails
Having issues with your Nomade Template Contact form, first refer to our documentation on contact form issues. If using a third-party plugin for your contact form plugin, please contact the plugin provider for support.
Still having issues with your form after reviewing the documentation, please submit a ticket.
6.f. Technical Issues – Browsers
Nomad Templates are up to date to be compatible with the latest 2 browser versions for Safari, Google Chrome, and Firefox. Support does not cover issues related to outdated browser versions. It is recommended to update the version to ensure your digital product performs at its best capacity.
6.g. Technical Issues – Plugins
If you use a plugin and there are issues, please contact the plugin provider for assistance. We are not liable for plugin integration and support. We do our best to integrate plugins with our templates, and you can see a list of recommended plugins here. These should work with our templates as standard. If not, please notify us.
Debugging and resolving plugin issues will be a paid service.
If you have recently installed a plugin and have had issues with your site, deactivate the new plugin, and clear your site / hosting cache. If you are still having issues continue to disable plugins one by one until you find the offending plugin.
6. h. Styling of Visuals and Custom Fonts
We are not responsible for the styling of your site and/or adding of visuals and custom fonts. Adding custom fonts is very simple, and we’ve provided full documentation on how to do so for each theme. Documentation is also provided on how to set up each page template and the relevant options for this. Again if you feel documentation is lacking and need further assistance, please let us know.
If you have any suggestions on how to improve our themes, services and documentation, please let us know here.
6. i. Local Host Support
Without access to your site via an internet connection, we cannot help debug or resolve any issues you may be having whilst setting up your site on a localhost machine. If you wish to receive support for any issues, make sure to use a live server that is hosted on the web.