1. Introduction: Our Commitment to Support
At Atmostfear Entertainment (“we,” “us,” “our”), we are committed to providing timely, professional, and helpful support for our products and services. This Support Policy outlines the scope of our support, our official channels, and what you can expect from us. Its purpose is to set clear expectations and provide a transparent framework for how we assist our valued users and clients.
By using our products or services, you agree to the terms of this Support Policy.
2. Support Channels and Availability
2.1. Official Support Channels
To ensure efficient and traceable communication, we offer support through the following official channels:
- Paid Products & Services: For all our paid offerings (including the Aegis Pro plugin, hosting, e-commerce, and creative services), support is provided exclusively through our official support helpdesk.
- Aegis Theme (Free Version): For users of our free Aegis theme, support is provided through the public WordPress Support Forums. This allows the community to benefit from shared questions and solutions.
2.2. Hours of Operation
Our support team is available from 9:00 AM to 5:00 PM, Colombia Time (COT), Monday through Friday, excluding public holidays.
2.3. Target Response Times
We aim to provide an initial response to all support inquiries submitted through our helpdesk within 24 business hours. While we strive to address every ticket as quickly as possible, please note that resolution times can vary depending on the complexity of the issue at hand.
3. Scope of Our Support
Our support services are designed to help you get the most out of our products and services. The scope of support varies depending on the specific offering.
3.1. Aegis Pro Plugin Support
For active license holders of our Aegis Pro plugin, our support covers:
- Bug Fixes: We will address and fix any bugs or defects in the plugin.
- Feature Questions: We will answer your questions regarding the features and functionality of the plugin.
- Third-Party Plugin Conflicts: While we cannot guarantee compatibility with all third-party plugins, we are open to investigating conflicts and will implement fixes within our plugin where possible to resolve them.
- What is Not Included: Our support for Aegis Pro does not include custom development, modifications, or general WordPress support.
3.2. Aegis Theme (Free Version) Support
Support for the free version of our Aegis theme is limited to the WordPress Support Forums and covers questions related to the theme’s existing features and functionality.
3.3. Hosting Services Support
Our hosting support is focused on the stability, performance, and security of our server platform.
- What Our Hosting Support Covers:
- Issues related to the server environment, including the operating system, PHP, database, and web server.
- Investigation of server performance issues.
- Assistance with our platform’s core features, such as backups, security, and staging environments.
- Support for the Aegis Pro plugin, which is included with our hosting plans.
- What Our Hosting Support Does Not Cover:
- Support for third-party themes or plugins.
- Website code, including custom code, HTML, CSS, or JavaScript.
- Website administration tasks, such as content updates, managing users, or configuring website settings.
- SEO, marketing, or design services.
- Configuration of third-party email clients.
3.4. E-commerce Support (Physical Products)
For our physical products, support is available to assist with all aspects of the purchasing process, including questions about orders, shipping status, returns, and exchanges.
3.5. Custom Development & Creative Services Support
All our custom development and creative agency projects include our managed hosting service. Therefore, ongoing support for these projects is provided through the hosting plan and is governed by the scope defined in the “Hosting Services Support” section (3.3) of this policy.
4. Your Responsibilities: How to Submit a Support Request
To help us provide you with the most effective and efficient support, we ask that you provide the following information when submitting a request to our helpdesk:
- A Clear and Detailed Description: Explain the issue you are experiencing as clearly as possible.
- Account Information: Provide your account username or email address so we can identify you.
- Screenshots or Videos: Visual aids are incredibly helpful for our team to understand the problem.
- Steps to Reproduce the Issue: If possible, provide a step-by-step account of how the issue can be reproduced.
Providing this information will allow our team to diagnose and resolve your issue more quickly.
5. Policy Updates
We reserve the right to modify this Support Policy at any time. Any changes will be posted on this page, and we encourage you to review it periodically to stay informed of our support practices.