Support Policy

Last updated: May 2026 At Togo Travel WordPress Theme, we are committed to providing professional and reliable technical support for our customers. This Support Policy explains the scope of support we provide, support availability, and limitations of our technical assistance services. By purchasing and using Togo products, you acknowledge and agree to this Support Policy.

1. Support Channels

Togo provides technical support exclusively for official Togo products, including themes, plugins, templates, and related features. Support requests can be submitted through our official support system.
  • Support Website: https://uxper.ticksy.com/
  • Documentation: https://uxper.gitbook.io/togo-wordpress
  • Website: https://togowptheme.uxper.co
After submitting a support ticket, our support team will review your request and respond as soon as possible. Please note:
  • We do not provide phone support.
  • Support is provided only through official ticket and documentation channels.
  • We support only websites with valid product licenses.
  • Support is limited to official Togo products and supported environments.
We always try to answer support requests in the order they are received. Some complex issues may require additional investigation time depending on the problem, server environment, or third-party conflicts involved. In certain cases, we may request temporary access information such as:
  • WordPress admin access
  • FTP or hosting access
  • Staging website access
  • Error logs or screenshots
Any credentials shared with our support team will be treated as confidential and used strictly for troubleshooting purposes. We strongly recommend using temporary credentials and staging websites whenever possible.

2. Support Hours

Our support team operates during standard business hours from Monday to Friday.
  • Support Hours: 8:00 AM – 5:00 PM (EDT)
  • Support Days: Monday – Friday
Typical response times:
  • General support requests: within 12–24 hours
  • Complex technical issues: within 24–48 hours
  • Weekend or holiday requests: next business day
Response times may vary depending on:
  • Ticket volume
  • Issue complexity
  • Required investigation time
  • Third-party plugin conflicts
  • Hosting environment limitations
Please avoid submitting multiple tickets for the same issue, as this may delay the support process.

3. Requests Covered by Technical Support

Our technical support team can assist with issues directly related to official Togo products and supported features.

3.1 Product Feature Guidance

We provide guidance and explanations regarding:
  • Built-in theme features
  • Plugin functionality
  • Theme settings and options
  • Booking system configuration
  • Marketplace setup
  • Visa system setup
  • WooCommerce integration
  • Elementor widgets and templates

3.2 Installation Assistance

We can help with:
  • Theme installation
  • Plugin installation
  • Demo import issues
  • Initial setup guidance
  • Activation assistance

3.3 Bug Reports and Troubleshooting

We investigate and assist with:
  • Reported product bugs
  • Broken layouts caused by official products
  • Theme compatibility issues
  • Supported plugin conflicts
  • Responsive layout issues
  • Errors related to official Togo functionality

3.4 Product Updates

We provide:
  • Update information
  • Compatibility notices
  • Version-related guidance
  • Release updates and fixes

3.5 Documentation Support

We may guide you to:
  • Official documentation
  • Setup tutorials
  • Configuration examples
  • Recommended workflows

4. Requests NOT Covered by Technical Support

Our support service does not include custom development or advanced website management services.

4.1 Customization Services

We do not provide:
  • Custom feature development
  • Custom Elementor layouts
  • Advanced CSS customization
  • Custom JavaScript functionality
  • Custom plugin development
  • Website redesign services

4.2 Code Editing

We do not provide:
  • Custom PHP modifications
  • Custom WooCommerce changes
  • Editing client codebases
  • Writing custom integrations
  • Advanced debugging for heavily modified websites

4.3 Server and Hosting Management

We are not responsible for:
  • Server administration
  • Hosting configuration
  • DNS management
  • Email server setup
  • SSL configuration
  • Cloudflare setup
  • Hosting performance optimization

4.4 Performance Optimization

Support does not include:
  • Advanced speed optimization
  • Core Web Vitals optimization
  • Database optimization
  • Custom caching configuration
  • Large-scale performance tuning

4.5 Third-Party Plugins and Services

We do not guarantee compatibility with all third-party plugins, services, or APIs. Limited guidance may be provided where possible, but full support is not included for:
  • Third-party plugins
  • Custom APIs
  • External booking systems
  • Payment gateway issues outside official integrations
  • Custom server environments
  • Modified WordPress installations

4.6 Content and SEO Services

We do not provide:
  • SEO optimization services
  • Content writing
  • Translation services
  • Marketing consultation
  • Graphic design services
  • Data entry services

5. Supported Environment Requirements

To receive support, your website should meet the recommended environment requirements. This includes:
  • Latest stable WordPress version
  • Supported PHP version
  • Latest Togo product versions
  • Supported WooCommerce version
  • Supported Elementor version
  • Reliable hosting environment
Issues caused by outdated software or unsupported environments may not qualify for full support.

6. Third-Party Plugin Conflicts

Togo products are developed according to WordPress standards and tested with supported plugins. However, conflicts may occur with:
  • Custom plugins
  • Modified themes
  • Optimization plugins
  • Security plugins
  • Outdated extensions
We may ask you to temporarily disable third-party plugins during troubleshooting. Compatibility fixes for unsupported plugins are not guaranteed.

7. Temporary Access Policy

For advanced troubleshooting, temporary website access may be requested. We strongly recommend:
  • Using staging websites instead of live sites
  • Creating temporary administrator accounts
  • Removing access after support completion
  • Backing up your website before sharing access
Although we handle credentials carefully, customers remain responsible for maintaining backups and website security.

8. Fair Use of Support

Support services are intended for reasonable technical assistance related to official products. We reserve the right to limit or refuse support in cases including:
  • Abusive behavior
  • Repeated duplicate requests
  • Requests outside support scope
  • Unauthorized redistribution of products
  • Invalid licenses
  • Illegal or malicious activities

9. Product Updates and Compatibility

Togo products may receive regular updates for:
  • Bug fixes
  • Security improvements
  • Feature enhancements
  • WordPress compatibility
  • WooCommerce compatibility
  • Performance improvements
Customers are responsible for maintaining updated versions of products and keeping backups before performing updates.

10. Disclaimer

While we strive to provide reliable support and stable products, we cannot guarantee:
  • Compatibility with all plugins or servers
  • Uninterrupted service availability
  • Instant issue resolution
  • Custom development assistance
  • Permanent compatibility with third-party systems
All support is provided on a reasonable-effort basis.

11. Changes to This Support Policy

We reserve the right to update or modify this Support Policy at any time without prior notice. Updated versions will be published on this page with a revised effective date.

12. Contact Information

If you need technical assistance or have questions regarding this Support Policy, please contact us through our official support channels.
  • Website: https://togowptheme.uxper.co
  • Documentation: https://uxper.gitbook.io/togo-wordpress
  • Support System: https://uxper.ticksy.com/
  • Email: [email protected]