A Service Level Agreement (SLA) is a formal agreement that outlines the expectations, responsibilities, and standards of service between two parties. In the TemplateMonster digital marketplace, the SLA serves as a framework that governs the relationship between product authors (sellers) and clients (buyers). It defines what kind of support clients can expect after purchasing a product and what obligations authors have to maintain product quality and customer satisfaction.
Scope and Channels of Support
TemplateMonster offers technical support for all digital products sold through the marketplace, including templates, themes, and other digital assets.
Each author is responsible for:
- Delivering a product that functions as described.
- Providing basic guidance with installation and setup when this is part of the product description.
- Quickly addressing and fixing bugs that affect the core functionality of the product.
Support Channels
Support is provided through two main channels:
Live Chat on the website is designed for questions that don’t require deep investigation. It is helpful for pre‑purchase queries or general information.
- Handled by the TemplateMonster support team.
- Best for quick, basic issues.
Ticket System is intended for more complex problems, such as technical issues, bug reports, or detailed questions.
- Available only after a product is purchased.
- Tickets are reviewed and responded to by the product’s author.
It’s important to understand that technical support is provided primarily by the product authors, not just the marketplace team.
All products include free technical support for 6 months from the date of purchase. After this initial period, users may choose to purchase extended support if needed.
What Free Support Covers
Free support is designed to help users get started and resolve common issues encountered with the product. It covers:
- General information about the product and updates.
- Installation instructions and help with basic setup.
- Updates on the status of a support request, whether via chat or ticket.
- Handling bug reports and technical problems that require investigation through the ticket system.
What Free Support Does Not Cover
There are certain services that free support does not include. These fall outside the scope of basic assistance:
- Complete manual installation of a product.
- Customizations such as CSS changes, layout changes, added plugins, or customized design work.
- Hosting configuration, server setup, or CMS/plugin configuration outside the product itself.
- Support for external third‑party modules, scripts, or systems.
- Website optimization (speed, performance), code restructuring, or additional custom features.
If a client wants help with any of the above, these services can be arranged for an additional fee under premium or paid support options.
SLA Response and Turnaround Time
The SLA defines expected response times for support requests:
- Ticket System (Author Support): Authors aim to respond within 24 hours of receiving a ticket.
Live Chat (TemplateMonster Team Support) is available 24 hours a day, five days a week, and is intended for general questions and pre‑purchase guidance.
Authors are expected to respond professionally, clearly, and promptly. Support should cover:
- Instructions and help with basic functionality.
- Fixing bugs that interfere with product performance.
- Guidance on installation or usage issues.
If a product includes extra support commitments, these should be clearly outlined in the product description.
Paid/Premium Support
For clients who need more than what free support provides, TemplateMonster offers premium support plans. These generally include:
- Priority ticket responses, often within 1-8 hours on business days.
- Additional services such as:
- Full installation of a template.
- Setup and configuration tailored to the user’s site.
- Mitigating conflicts with plugins or third‑party software.
- Optimization and performance improvements.
- Bug fixes and issues that require deep technical work.
Some premium plans may also include features such as free installation or assistance from web specialists for minor adjustments.
Handling Conflicts and Compliance
In the event of disagreements or support issues between a client and an author:
- The TemplateMonster team steps in to mediate and help find a resolution.
- If an author repeatedly fails to meet support standards or violates SLA terms, the marketplace may terminate their partnership.
TemplateMonster takes responsibility for maintaining quality support and expects all authors to deliver professional, timely assistance to clients.