KiviLabs - Documentation

Help & Support 

Estimated reading: 3 minutes

Our expert team at Iqonic Design is always happy to assist you with any technical queries or concerns related to your purchased items. Below is detailed information about our support policy, including what’s included, what’s not, and how to reach us.

Item Support

Item support is a service provided for our premium items. With support for your purchased item, our tech team will assist you with technical queries as outlined in the support policy below.

Support Timings

  • Business Hours: Monday to Saturday, 9:00 AM – 6:00 PM (GMT +05:30).
  • Response Time: Generally within 24-48 hours, in the order tickets are received.

Support Policy​

FREE ITEMS

We do not provide support for items offered for free on our platform, including premium items occasionally made free for promotional purposes.

PREMIUM ITEMS​

What’s Included:

  • Item support period:
WordPress Themes: 6 months
Site Templates: 6 months
Admin Templates: 6 months
Mobile Apps: 2 months
UI Kit – Design files: None
  • Guidance with item installation.
  • Assistance with modifications covered by the item’s prebuilt functionality.
  • Answering technical questions about the item (including third-party assets provided with the item).
  • Help with defects in the item.
  • Free access to item updates.

What’s NOT Included:

  • Complete installation from scratch.
  • Item customization.
  • Support for third-party plugins/libraries.
  • Help with custom code.
  • Server environment-related support.
  • Remote screen sharing sessions for troubleshooting.

Fair Usage Policy

  • Before reaching out, we request you to read the item documentation and other resources available on the item pages (FAQs, comments, etc.).
  • While we strive for prompt responses, some requests may take longer due to the complexity of issues, item fixes, testing, or occasional breaks (e.g., vacations). Updates and breaks will be communicated via our support portal.

Envato Support Policy

  1. Support requests are processed Monday to Saturday, 9:00 AM to 6:00 PM (GMT +05:30), generally within 24-48 hours.
  2. Please review the item documentation (included in your ThemeForest or CodeCanyon zip file) before submitting a support ticket.
  3. Support is offered on a first-come, first-serve basis.
  4. Tickets with no response from the user for 7 days will be considered closed. For further assistance, you can create a new ticket.
  5. For pre-sales inquiries, contact us via our website’s contact page.
  6. If you’re satisfied with our product and support, please leave a review on Themeforest .
  7. Support is only provided for errors or bugs in our product.
  8. We do not offer support for third-party customizations or compatibility issues outside of our product.
  9. Customization and custom work are not included in the 6-month support period. Dedicated support for custom work can be hired separately.
  10. For additional customization services, contact us on Skype .

Note: Complimentary support does not include installation or customization requests.

How to Reach Us

Our support team can be contacted via:

We’re here to assist you every step of the way.

Support Etiquette

  • Be patient while we address your query.
  • Provide clear and detailed information in your support ticket to help us resolve issues faster.

We value your feedback and look forward to helping you make the most of your purchase!