Support is a window of time during which we answer your tickets. It sits on top of a license and it is not the license. When the window closes the theme keeps working, every version you own stays yours, and the only thing that stops is the ability to open a new request.
That distinction is the whole reason this page exists. Nothing here expires your product.
#What you already have
- Bought directly from jkdevstudio
Twelve months of support, included with the purchase. Nothing to add on the day you buy.
- Bought on Envato
No support window. Envato support is switched off for our items, so a marketplace purchase carries the license and the files, and support is bought separately here.
A license never expires and is never renewed.
The word "renew" belongs to support and to nothing else. Your license, your activations and every version you have downloaded are permanent.
#Buying it from your account
Sign in
Open your account. If you bought on Envato and have never signed in, connect the Envato account or use the same address you bought with.
Open Services
The Services page lists what can be bought against a license you already own.
Pick the license
Support attaches to one license, so a person with three products chooses which one the window is for.
Pick a length
Support Access is sold in six month units at 19 USD each, and the picker offers six, twelve, eighteen months and so on up to three years. Buying two units is the same price as buying one unit twice; there is no penalty for adding a little at a time.
Pay
Checkout runs through our payment provider. The new window is on the license as soon as the payment settles.
#What happens to the dates
Time is added, never replaced. Buying six months while four months are still on the clock leaves you with ten, so there is no reason to wait until the last day and no way to lose what you have already paid for.
If the window has already closed, the new period starts from the day you buy.
#What support covers, and what it does not
Support answers questions about our products: how a setting behaves, where something lives, and bugs in the theme or the Pro plugin.
It does not cover custom development, third party plugins, or problems that come from the server rather than from us. Those are real limits with a document behind them rather than a judgement made per ticket, and the support policy is the authoritative version.
If what you need is work rather than an answer, that is a separate paid channel.
#Why support is sold at all
This is the part worth understanding rather than accepting.
Answering a ticket is a person reading your site, reproducing your problem and writing back. It is the one part of a theme business that does not scale with copies sold, which is why every serious vendor in this market puts a clock on it and why the marketplaces do the same. Bundling it forever would mean pricing every buyer for the support the loudest one uses.
Twelve months on a direct purchase is us covering the period where almost every real question happens, and the extension exists for the site that is still being worked on after that.
#Common questions
Does my site stop working when support ends?
No. The license, the activations, the theme and the Pro plugin are unaffected, and every version you have downloaded stays yours. Only new support requests stop.
I bought on Envato. Can I get support?
Yes, by buying it here against that license. The Envato purchase itself carries no support window, so this is the only route, and it works the same way for a marketplace key as for a direct one.
Can I buy support for somebody else's license?
No. Support attaches to a license in your own account, which is what lets us match a ticket to a product and a site.
Do automatic updates come back if I buy support?
No, those are separate things. Updates follow the license tier rather than the support window, so buying support does not change them and letting support lapse does not take them away.
#Still stuck
Open a support ticket if the Services page does not show the license you expected, and say which product and which address you bought with.
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