Welcome to the Support Terms & Conditions of Kubelio. These terms define what support we provide, what is excluded, and how we handle support requests. By submitting a support ticket, you agree to these terms.
Support Hours & Response Time
- Support is available Monday – Friday, from 09:00 AM to 05:00 PM (GMT+7).
- We aim to respond to every ticket/email within 24 business hours. Response times may vary depending on the number of requests.
- Limited support may be available on weekends or holidays, but response times may vary.
What Support Covers
Support from Kubelio is intended to assist customers with issues that are directly related to our products. Support may include:
- Product Installation Guide – Basic instructions for installing and activating the theme or plugin you purchased.
- Bug Fixes – Assistance with errors or issues caused by our products.
- General Usage Questions – Guidance on how to use the features and settings available in our products.
- Product Updates – Access to product updates and information related to compatibility with the latest version of WordPress.
Before submitting a support ticket, please review our Documentation pages, as many common issues are already covered there.
What Support Does Not Cover
To keep our service fair and efficient, please note that our support does not cover the following:
- Customization Services – Requests for design changes, adding custom features, or modifying CSS/PHP/JS code, etc.
- Third-Party Issues – Problems caused by third-party plugins, themes, or servers/hosting.
- Hosting Issues – Problems related to server configuration, hosting performance, or services from your hosting provider.
- Website Management – Such as content updates, performance optimization, or server configuration.
- Third-Party Plugin Usage – How to use other WordPress plugins that are not from us.
- Basic WordPress Training or Tutorials – In-depth learning about WordPress basics or advanced development.
- Sites affected by security breaches, malware, or hacking incidents.
- Support requests submitted outside our official support platform (e.g., email, social media, or chat).
For these needs, we recommend working with a developer or other professional services.
Admin Access
Problems in WordPress can be caused by many factors, including plugin conflicts or hosting specifications. In some cases, we may need to request access to your admin or hosting account to perform a thorough check.
We understand that your security and information are very important. Therefore, we want to explain the following:
- Data Security: We are committed to maintaining the security of your data. Sensitive information like passwords that you provide are only used for troubleshooting purposes.
- Data Deletion: The data you provide will be deleted after the related issue has been resolved.
We strive to provide quality support and protect your privacy during the checking process. If you object to providing access to our team, we will not be able to offer any support.
How to Contact the Support Team
You can contact our support team through the following official channels:
- Support Ticket: kubelio.com/support
- Documentation: docs.kubelio.com
We do not provide support through social media or private messaging apps to ensure all requests are logged and handled properly.
Right to Refuse & Policy Changes
- Kubelio reserves the right to refuse support or terminate access at any time for users who violate these terms or engage in abusive behavior.
- These Support Terms & Conditions may be updated periodically. Any changes will be posted on this page with a revised “Last Updated” date.
- Continued use of our support services indicates acceptance of the latest version of these terms.