Support policy
Last Updated: June 2026
At ThemetechMount Store, customer satisfaction is our priority. We are committed to providing professional and timely support for all products purchased through our store. This Support Policy explains the scope of the support services we provide and the limitations that apply.
1. Support coverage
We provide technical support for active license holders who have purchased products directly from ThemetechMount Store.
Our support services include:
- Product installation guidance.
- Assistance with product setup and configuration.
- Troubleshooting product-related issues.
- Bug identification and bug fixes.
- Guidance on using product features as documented.
Before contacting support, we recommend reviewing the product documentation, FAQs, tutorials, and knowledge base, as many common questions are already answered there.
Support requests
If you need assistance, you may contact our support team through:
Support desk:
https://support.themetechmount.com/
Alternative support:
https://support.preyantechnosys.com/
Email:
When submitting a support request, please provide detailed information, screenshots, error messages, and steps to reproduce the issue whenever possible.
3. Website access for troubleshooting
When submitting a support request, please provide detailed information, screenshots, error messages, and steps to reproduce the issue whenever possible.
Before providing access, you are responsible for:
- Creating a complete backup of your website and database.
- Ensuring sensitive information is protected.
- Using a staging environment whenever possible.
ThemetechMount Store shall not be responsible for any data loss, website issues, or unexpected behavior that may occur during troubleshooting, particularly if backups are not maintained.
4. Support limitations
Our support does not include:
- Custom development or custom coding requests.
- Custom design modifications.
- Feature additions not included in the original product.
- Third-party plugin, theme, or software development.
- Server administration or hosting-related issues.
- Website migration services.
- Search engine optimization (SEO) services.
- Content creation or website management.
- Training services beyond product documentation.
- Compatibility fixes for outdated browsers, operating systems, or unsupported software versions.
While we may provide general guidance regarding third-party tools, compatibility decisions and support for third-party products remain outside the scope of our support services.
5. Paid services & Custom development
In addition to our standard product support, ThemeTechMount Store also offers paid professional services for customers who require custom work beyond the scope of product support.
Paid services may include, but are not limited to:
- Custom website design and development
- WordPress website setup and configuration
- Shopify, Webflow, Wix, HTML, Squarespace, OpenCart, and PrestaShop development
- Custom theme or plugin modifications
- Feature additions and custom functionality development
- Website migration and server migration services
- Website performance optimization
- Landing page design and development
- UI/UX improvements
- API integrations and third-party service integrations
- Custom coding based on client requirements
All paid services are quoted separately based on project scope, complexity, timeline, and specific requirements.
The availability of custom development services is subject to our team's schedule and resource availability. Project timelines, deliverables, and pricing will be discussed and agreed upon before work begins.
Any custom work performed under a paid service agreement is considered separate from the standard product support included with your purchase.
6. Feature requests
We welcome suggestions and feature requests from customers.
Although we carefully consider all feedback for future product updates, submission of a feature request does not guarantee implementation within any specific timeframe.
7. Response times
Our support team operates during standard business hours:
Monday to Friday
09:00 AM – 6:00 PM (IST / GMT+5:30)
We aim to respond to most support requests within one business day. Response times may vary depending on ticket volume, weekends, holidays, and the complexity of the issue.
More complex issues may require additional investigation and development time.
8. Fair use policy
We reserve the right to limit or refuse support in cases involving:
- Abusive or inappropriate behavior.
- Excessive support requests beyond reasonable product support.
- Requests outside the scope of this policy.
- Unauthorized product modifications causing issues.
9. Changes to this policy
ThemetechMount Store reserves the right to update or modify this Support Policy at any time. Changes become effective immediately upon publication on this page.
Continued use of our products and services constitutes acceptance of the updated policy.
10. Contact information
If you have any questions regarding these Terms & Conditions,
Please contact our support team.