All customers with an active Voxel subscription have access to customer support.

• Technical questions about the item’s built-in features and functionality
• Assistance with reported bugs and issues
• Assistance with installation
• Guidance on the way the item is designed and how various features work
• Compatibility issues with advertised 3rd party features or officially supported plugins
• Assistance with documentation

• Assistance with code modifications
• Assistance with non essential 3rd party services and plugins and/or their compatibility with the theme, when such services or plugins are not officially supported
• Hosting, server or environment issues. Please refer to your host provider for such issues.

Voxel support is active 5 days a week from Monday to Friday.

Generally, during these days you can expect an answer inside 24 hours or less.

In some cases, support may take more than 24 hours to respond.

These include atypical examples such as:

• When the request is more complex and requires further investigation and work to come to a conclusion
• During holidays
• When another reported issue requires urgent focus and has priority, such as major bugs, security issues etc.