Getting Started
Support Policy
Please take a few moments to familiarize yourself with the following terms and conditions regarding the support we offer:
Free Tier Plugin Support
Sadly, because of the volume of people that use our free plugin, we can't possibly offer personalized support for everyone. If you have any questions, you can always browse our extensive documentation for detailed information on how to install and setup the plugin, its included options and widget requirements.
Paid Tiers Plugin Support
For all our pro tier users, we provide support via the ticketing system. You can create a ticket there and our support team will answer all the questions you have. You will be required to provide necessary information, like enter your license key in order to be able to create the ticket.
Take a moment to read the support rules and check out the documentation and communities before creating a new ticket, as following them (like providing your site URL and backend credentials) will save you back and forth time.
Support Rules
What Our Support Covers
Supported purchases
We only provide support for our plugin that's sold from our site www.orokublocks.com. We do not provide support if the plugin has been purchased from any other website or if you reach out with an email address than differs from the one that was used to make the purchase. We will NOT be liable for any harm done to you or others if you choose to purchase or otherwise acquire and use an unlicensed version of our plugin from a third party site. Unlicensed plugins may include viruses, malware, trojan, or malicious code which can result in, among other things, website hacking, data loss and theft of personal data.
You will get the following service from our support:
- Assistance with installation & configuration
- Usage and guidelines
- Fixing bugs and issues
- Support DOESN'T include customization
Creating a Ticket
- Before you create a ticket via the ticketing system, please make sure to check out the item's documentation, FAQs and communities to see if your answer is already there, as many times your questions may already be answered.
- Always ensure that you have the latest version of the plugin installed before opening a ticket to avoid reporting issues that may already be fixed, as updates introduce bug and security fixes as well as new features.
- Please create one ticket per report with a title that clearly describes the issue, this will help both you and the support team better keep track of reported issues and their status.
- When opening a ticket, please add a detailed description of the issue you are having. Add screenshots if necessary to clarify what you want to describe.
- Please provide your site URL and WordPress admin account information in a private ticket. We need this on almost all cases to either check the live site or take a look to the backend to see what may be causing the issue . If you send them at the beginning, your ticket will be resolved faster as we won't need to reply to ask for this information.
Support Response Time
The team provides support from Monday to Friday, from 9AM to 6PM (UTC-3). We always try to reply as fast as possible, but keep in mind that the response time can be up to 2 business days. You may experience longer response times on periods of large flow of incoming tickets, but don't worry!, we always do our best to respond in the specified time and if we can't we will let you know in advance.
The team does not provide support on weekends and public holidays.
Support DOESN'T Include
Customizations are not supported
We provide support for our products as they are developed and published. We cannot support or produce custom code solutions for you. Any type of modification or customization is not included in our support service.
Please read carefully, as we detail what support doesn't include:
- We can't help with customizations, theme integrations, plugin integrations or issues derived from the use of third party plugins.
- Adding new features or extending the features currently available.
- Hosting / server related issues or issues that arise from a badly configured WordPress installation, as these things are not related to our plugin.
- Basic knowledge of WordPress is required. Lessons are beyond the support scope.
- WordPress support. Please consult the WordPress official site documentation and forums for configuration information and assistance.
- Elementor plugin support. Please consult the Elementor plugin resources and support for assistance.
- Other plugin support. Please consult the respective plugin official page or site for assistance.
- Site Migration related assistance.