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.
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:
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 – [email protected] or via our Contact Form.
What Our Support Service Does Not Cover
Our Support Policy doesn’t cover the following areas:
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 – [email protected] or via our Contact Form.
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.
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.
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).