Animation Guides Support Policy

Last Updated: May 28, 2019

About this Support Policy

This Support Policy describes what support you can expect from us in regards to Animation Guides Website (“Website”) and its Products.
If you have questions about this Support Policy or do not agree with it, please contact us before using the Website. We may amend this Support Policy from time to time, so check this page regularly to ensure that you are aware of any changes.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.

Animation Guides Responsibilities

We will do our best to solve any technical problems our clients may have using the Website and purchasing Animation Guides Products.

Customer Responsibilities

We rely on our clients to report on time any problems they come across interacting with our Website and using our Products.

What Our Support Service Covers

Our Support Policy covers the following areas:

  • Your Interaction with Animation Guides Website - browsing its content, purchasing and downloading its Products, etc.
  • Product Help - we provide general guide on how you could use our Products and what software with.
  • License Information - guide on the different levels of rights you may get for the Products you purchase from Animation Guides.

Bug Fixing

We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know by email – support@animationguides.com or via our Contact Form.

What Our Support Service Does Not Cover

Our Support Policy doesn’t cover the following areas:

  • Technical problems that you may have with the graphic design software programs you work with.
  • Problems that you may have with your personal computer or any other digital device you use to browse our Website, download our Products and use them in your projects.
  • Problems that you may have during the checkout process, when the problem lies with your financial service provider (bank, credit card issue, PayPal, etc.).
  • Network problems that you may have while accessing our Website, its content and Products.
  • All problems that you may have using our Free Products.

Customizations

We provide our Products as is. Their price does not include any customization from our side.  

A customization is anything that changes the way our Products look or function relative to how we make our Products available to you. Support does not include services to modify or extend the item beyond the original features and styles.

 If you need customization for your particular needs, we might be able to handle your request as a separate, paid service. For customization and our pricing offer, send us your request by email – custom@animationguides.com or via our Contact Form.

Product Support Channels

We provide Support Services through email – support@animationguides.com or via our Contact Form. All correspondence stays confidential. Only you and our team will see your query.

Other Support Options

Other sources you may find answers to your questions on are specialized forums and websites on graphic/web design. We do not moderate these forums and websites and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse their content. Be sensible. When in doubt, take independent steps to verify advice you receive before relying on it.

Support Hours

We usually answer questions Sunday to Thursday, 09:00 to 17:00 (South African Standard Time, or GMT+2). Although we strive to respond to all queries within 48 hours, our actual response times may vary and we may take longer to respond. It depends on our workload at that time, the problem is registered and the complexity of the issue.

Support Duration

If you purchased our Products with the Standard License, we offer a 30 days’ support period (starting from the day of the purchase).

If you purchased our Products with the Extended License, we offer a 180 days’ support period (starting from the day of the purchase).