Support Policy

About ArcadeMug Support Policy

This Support Policy describes what support service you can expect from us for the ArcadeMug Products/Service.

If you have any questions about this Support Policy or do not agree with it, Please contact us by clicking here before purchasing from/using the Website. We may amend this Support Policy from time to time, so you should check this page and our terms of usage page from time to time to ensure that you are aware of any changes that have been made.

By using any part of the Website or providing personal information to us, you consent to us processing your personal information as set out in this Support Policy.

Template/Theme Support

ArcadeMug provides template/theme related support only through verified account Help-desk system. We will not provide any type of support via Facebook, twitter or any forums.

You will need to submit a ticket using the Help-desk in order to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them in order to assist you. Our Help-desk tickets and information you share with us through these Help-desk tickets are confidential. Only you and our support team will see your ticket.

Support Service Covers

We only support our Products. Our Support Service includes assistance with Template installations, configuration and use.

We provide support only for our arcade templates and not for general arcade script and 3rd party add-ons/modifications that is not related to our products. For general arcade script support you will have to contact the script owner's website.

We understand that there is a tiny difference between what is considered support and customization. We will try to help you with minor things, But for extensive help in terms of customization please contact us here.

Support Service Doesn’t Cover

Our Support Service does not cover 3rd Party products such as add-ons, plugins, customizations and services. We may require you to disable 3rd Party products which are installed alongside our Products before we will be able to assist you.

We do not offer support for General Arcade Scripts/Wordpress CMS. Use the Script Authors Website/forums for general script support.

Customization

We sell our Products as is. Please contact us here, For any request of modification such as custom logo, animated logo, header changes, ad placements, other technical customizations to the templates & themes purchased at ArcadeMug.com. Charges vary depending upon the requirements and complexity of work.

General Support & Response Time

Our general support is available 24 hours from Monday to Friday. Although we are not super-humans or web-hosting companies to respond within minutes or hours. We strive to respond to all template queries within 48 hours, our actual response times may vary from 24 hours to 72 hours and we may well take longer to respond to more advanced or technical support queries.

If you would like to contact us regarding account related issues or pre-sales questions please use our general contact form. We will respond to you as soon as possible.

Error & Bug Fixing

If you encounter any type of error or bugs with our templates(default). We will try to fix them all as quickly as possible after they are brought to our attention in proper way. Although Some errors and bugs can take some time to fix. We will keep you updated on this.