How support works
Support comes with every purchase. There is no plan to buy and no add-on at checkout. What changes between one customer and the next is how long support lasts and how much of it you have, and both of those depend on which license you hold.
Everything runs through one place: the support portal at hub.jkdevstudio.com/support. A ticket opened there reaches the people who wrote the code. We reply in English. Requests that arrive by any other route get pointed back here, because that is where your license, your product version and your ticket history sit together.
Support hours
We work Monday to Friday, 09:00 to 21:00, Kyiv time. That is UTC+2 in winter and UTC+3 in summer. We do not work weekends or Ukrainian public holidays. Tickets sent outside those hours are not lost; they wait in the queue and get picked up when the next working day starts.
One thing we would rather say plainly than have you wonder about. We are based in Ukraine, and there is a war here. Most weeks that changes nothing about our schedule. Some weeks it means an air raid alert during working hours, or a power cut, or a stretch with no reliable connection, and a reply that would normally take a few hours takes longer. We will not go quiet on you when that happens. If a ticket is going to sit longer than usual, we say so in the ticket rather than leaving you to guess. Nothing is dropped and nothing is forgotten.
Response times
Most tickets get a first reply within one business day. Two business days is the outer edge, and we reach it during release weeks, holiday periods, and the occasional burst of volume.
A first reply is not always a fix. Some problems have to be reproduced on an environment that matches yours, and that takes longer than reading a message. When it does, we tell you where things stand instead of going silent.
How long support lasts
- Envato licenses (ThemeForest): no support period. Our Envato items are sold without item support — see Envato licenses below for what you can do instead.
- Direct licenses (jkdevstudio.com): 12 months from the date of purchase.
When the period ends, nothing is taken away from you. The product keeps working, your license stays valid on the terms you bought it under, and every update released while your period was active remains yours to use. What ends is access to the support queue.
Renewing or extending a period is done in your Hub account, on the license itself. There is nothing to email us about and no invoice to wait for: open the license, extend it, and the queue reopens for you straight away. The same screen is where a license gets upgraded, which is the other way to end up with a longer period.
If you want to check which license you hold and what it covers, see our Terms & Conditions or open the license page for your product in Hub.
How much support your license includes
Alongside the time limit there is an amount. We are a small studio, and a license has to cover the hours that go into answering it, so each license comes with a number of tickets.
| License | Tickets included |
|---|---|
| Envato (Regular or Extended) | None. Sold without item support. |
| Premium | 3 per activation. Two activations make 6, three make 9. |
| Agency | 10 |
What one ticket actually means
A ticket is not one question. It is one subject, followed through until it is settled. Ask your question, then ask the follow-ups it raises, then come back a day later when you have tried the suggestion and something new turned up. That is all one ticket, and we would rather you used it properly than opened three because you were worried about running out.
What a ticket is not is an open channel. If a thread stops being about the thing it started as and turns into a standing line to a developer, we will ask you to close it and open a fresh one for the new subject. Think of a ticket as an amount of help rather than as a message, and the arithmetic makes sense: one subject, seen through to the end, however many replies that takes.
What is never counted
The allowance covers advice. It does not cover our mistakes. None of the following is deducted from your total, no matter how many times it happens or which license you hold:
- A bug or defect in one of our products.
- A feature that does not do what our documentation says it does.
- Anything broken by an update we shipped.
- License, activation, download, and purchase problems, including anything wrong with Hub itself.
Report those as often as you find them. Finding them is a favour to us and to everyone else running the product, and charging you for it would be a good way to stop hearing about them.
If you run out of tickets and still need help, write to us anyway. We have never turned someone away for it and we are not planning to start. The allowance exists so that a handful of very large requests cannot quietly consume the time that everybody else is waiting on, not so that we can refuse you at ticket four.
Order in the queue
Everyone gets answered. When the queue is short, which it usually is, the order is simply the order tickets arrived in and none of this is noticeable.
When it is busy, Agency is answered first, then Premium. That is the whole of the order.
Two things this does not mean. It is not a paid queue-jump you can buy your way into ticket by ticket, and it never applies to a broken product. A confirmed bug goes to the front regardless of where it was bought, because a bug is our problem and the customer who reported it is doing us a favour.
Envato licenses
Our items on ThemeForest are sold without item support. An Envato license carries no support period and no ticket allowance, and there is no human support service attached to it. That is stated on the item page before you buy, and it is the honest version of what a marketplace price can pay for: a marketplace sale returns a fraction of its price to us, and promising a queue we cannot staff at that price is worse than not offering one.
What an Envato license does carry is the product, the updates, and the documentation — all of it, the same documentation the direct customers read, including the machine-readable version described below. For “how do I do this” and “where is the setting for that”, that is genuinely the faster answer anyway.
Bug reports are welcome from anybody, whatever they hold. A defect in our code is our problem, and the person who found it is doing us a favour. Send it and we will fix it — that is a report, not a support service, and nothing about it depends on where the product was bought.
If you want support on an Envato license
There are two ways to get one, and both are done in your Hub account rather than on the marketplace:
- Buy support on its own. A support period added to the license you already hold, without changing the license itself.
- Upgrade the license. Moving to a direct license brings a support period with it, along with everything else that license covers.
Register the Envato purchase in Hub first — it is the same account either way, and it is what puts the two options on the screen. Once a period is running, everything above on this page applies to you exactly as written.
Free products from WordPress.org
Products we publish in the WordPress.org directory are free, and support for them works differently from everything above. There is no license behind them, so there is no ticket allowance and no support period either.
The support forum on WordPress.org is the place to ask. That is where we answer, it is where the answers stay visible to the next person with the same question, and it is the channel the directory expects a free product to be supported through.
You are welcome to write to us on Hub about a free product instead, and we will read it. Be aware of what that queue is, though, because we would rather set the expectation than disappoint you: those tickets sit behind every paid one, they are answered when the paid queue is clear, and the help is narrower. A bug report is always welcome and always useful. A request to be walked through a build is what the paid products fund.
None of that is a complaint about people using the free products. They are free because we want them used.
What support covers
- Questions about using the product. You cannot find a setting, you are unsure which of two approaches is right, something behaves differently than you expected. Write to us.
- Confirmed bugs and defects. If our code is broken, fixing it is our job. Report it with the steps that trigger it and we will reproduce it.
- Installation, activation, and updates. Getting the product onto a supported environment, activating your license, and receiving updates through Hub.
- Documented features behaving incorrectly. If the documentation says a feature does something and it does not, that is a support case and it costs you nothing from your allowance.
Read the documentation first
Our documentation is detailed and covers close to everything needed to run our products. Search it before you open a ticket. In most cases the answer is already there, written more carefully than a support reply would be, and available at two in the morning when we are asleep.
We say this directly because it decides the quality of support everyone gets. If a ticket asks something the documentation answers plainly, our first reply will be a link to that page. That is not a brush-off; it is the fastest correct answer available, and it costs you a minute instead of a day of waiting. It also keeps the queue clear for the tickets that need somebody to sit down with a database dump.
Let an AI read the documentation for you
Our documentation is machine-readable on purpose. Hub publishes an index at llms.txt and the full text at llms-full.txt, and every documentation page is available as plain Markdown by adding .md to its URL.
So any current assistant, whether that is ChatGPT, Claude, Gemini or whatever you already have open, can answer questions about our products properly, because it is reading our own text instead of guessing from training data. Give it the link, ask in your own language, and you have an answer in seconds rather than on our next working day. For “how do I do this” and “where is the setting for that”, it is genuinely faster than we are, and we would rather you used it.
Save the tickets for what a machine cannot do: bugs, licenses, purchases, and the cases where the documentation and reality disagree.
Please do not let an AI write the ticket
The same tool that is good at reading our documentation is bad at describing your site, because it has never seen it. What arrives when an assistant writes the ticket is a tidy, confident paragraph naming a cause it inferred from nothing, usually with the one detail we needed left out. We then spend a round or two unpicking the diagnosis before we can start on the problem, and you wait an extra day for it.
Tell us what you did, what you expected, and what actually happened. Rough notes in your own words beat a polished summary every time. If English is not your first language, write in it anyway or use a translator; we would far rather read an awkward sentence with the real error message in it than a fluent one without.
Screenshots, the exact error text, and admin access when you can give it will usually get the whole thing settled in one reply.
What support does not cover
Support is not a developer assigned to your project. It does not replace hiring a freelancer, and it is not personal help building your site.
- Customization work and custom development on your site.
- Writing extended custom code, snippets, or overrides for your build.
- Building integrations with other products on request.
- Problems caused by something other than our product: third-party plugins, other themes, external services, or code you or your developer wrote.
- Server, hosting, and environment configuration, including PHP settings, DNS, mail delivery, and certificates.
- General WordPress instruction unrelated to our product.
- Content work: writing, translating, migrating, or entering your site’s content.
One rule covers most of that. If the problem is not caused by our product, we cannot solve it, however much we would like to. We will usually still tell you what we think is going on, because a pointer in the right direction costs us a sentence.
We also do not diagnose or clean compromised sites. If a site has been hacked, that is work for a specialist security service. Once it is clean, come back to us with anything still wrong in our product.
Modified product code
Editing the product’s source files directly puts that installation outside the support scope. We can support the code we wrote. We cannot diagnose an installation where the code has been changed and we have no way of knowing what changed or why.
Use a child theme, the hooks and filters we provide, or the settings layer. Those survive updates. Direct edits do not: the next update replaces the file, your change disappears, and the site breaks in a way nobody can trace.
If edits have already been made and something is wrong, restore the original files and check whether the problem is still there. If it is, open a ticket and we will take it from there.
Custom work and feature requests
We do take on custom work. It runs outside the support queue, because it is a different kind of job with its own scope, timeline and price. Describe what you need through the contact form. If we can do it, we will quote it. If we cannot, we will say so quickly rather than leave the request open.
Feature ideas are a separate track and they cost you nothing from your allowance. If something would help everyone using a product rather than one site, send it as a feature request through Hub. Ideas that fit where the product is going get onto the roadmap, and we will tell you either way.
Before you buy
Pre-purchase questions are welcome and they are not counted against anything, for the obvious reason that you do not have a license yet.
Have a look at the documentation and the live demo first, both of which are linked from every product page. They will answer most of what you want to know about whether a product fits, and they will answer it in more detail than we could in a message. If something is still unclear, especially anything about whether a specific thing is possible, ask before buying rather than after. We would much rather talk you out of a purchase that was never going to work than process the refund for it.
How we talk to each other
We answer everyone, in turn, whether the question is simple or hard. Nobody is skipped for asking something basic, and nobody needs to apologize for not being a developer.
All we ask in return is ordinary courtesy. Frustration is fine and we have all been there at two in the morning with a broken site. Sustained abuse is different, and in rare cases it can end a customer’s access to support. That has happened a handful of times in the studio’s history and it has never been our answer to a single angry message.
Before you open a ticket
- Search the documentation for your product, or point an AI assistant at llms-full.txt and ask it.
- Check the changelog. The issue may already be fixed in a version newer than the one you are running.
- Confirm your environment meets the product’s requirements, and deactivate other plugins long enough to see whether the problem follows.
- Open a ticket at hub.jkdevstudio.com/support with your license, the product version, your WordPress and PHP versions, and the steps that reproduce the problem.
The more of that you include at the start, the fewer rounds it takes to get you an answer, and the less of your allowance a single problem uses up.
Changes to this policy
We may update this Support Policy. The date at the top of the page is the last revision. Changes are not applied retroactively: a support period already running keeps the terms and the ticket allowance it started with.
