Support Terms & Conditions
Our Support Terms & Conditions have been last updated on 02 May 2023.
We are extremely grateful to have you as a customer of Squaremuse. We’re also committed to helping you achieve success with the use of our products. To get the most use out of our support, you should first review our support terms and conditions to make sure you’re in the right place for support.
On the following page you’ll find out more about the following:
Support Overview
Support Channels
Support Period
What is included in Support
Support limits
1. Support Overview
The following section we explain the terms of what is deemed support and what falls under support assistance:
Guidance in choosing right products and services for your needs.
Explanation and help to achieve the demo output or questions on how to achieve a specific layout (using the product’s available options).
Answer to your specific questions about the features and functionality of the item.
Help you with issues related to using the item and getting the most value out of its functionality.
Bug fixes and help with defects.
Squaremuse offers Premium Design Kits for creatives who use Squarespace as their website platform. We provide support for our own products only. We are not affiliated with Squarespace, therefore any platform-related issues should be addressed to Squarespace’s support center.
We do not provide support for third party products or services, nor do we provide support for our own products when obtained through third parties. Issues related to Squarespace should be solved with Squarespace’s support center.
Our products are provided as is. We include numerous page layouts, sections, custom functionality and options to our design kits, pricing kits and custom elements, which allows you to build various pages and layouts. We do not provide support with additional customization, nor do we guarantee that our products will be compatible with third party code, Squarespace extensions or services.
We are always here to listen, and adding new features and improvements to products is important to us. On a regular basis we launch product updates based on community feedback and market trends.
Please submit any feature requests and feedback here.
2. Support Channels
There are various methods to contact Squaremuse for support:
Documentation and FAQs
Many support queries and technical questions will already be answered in supporting documentation, it is the quickest method to find what you’re after. We highly recommend reviewing the documentation before submitting a ticket.
You can also leave feedback on any article letting us know where we can improve. The more feedback we receive the better and easier we can make your Squaremuse experience.
Squaremuse Facebook community group is also a great channel to get quick support from hundreds of existing users, ask how to’s and other advice. Note that it is a community group and we encourage you to help each other. We are under no obligation to respond to requests here, the team will do their best to respond to all messages.
If after consulting with documentation and Facebook community, you can not find a solution to your issue, you can contact Support Team by submitting a ticket. Note that our Support team is available Mon-Fri, 6 AM to 6 PM EST, with limited coverage on the weekends. Our average response time between 6 and 12 hours, and no more than 24 hours. During busy season due to number of tickets the response time limit is 48 hours.
3. Support period
We provide support for all products for a period of 3 months from the moment of the product’s purchase. We may change support terms at any time. When applicable, we’ll give you advance notice of these changes.
4. What is included in Support
Squaremuse provides support for its own products only. These include: Design Kits, the Installer that’s included for specific products, Pricing Kits and Custom Elements. Support is performed for free and includes bug fixes and help with defects. Additional customizations are considered paid support.
5. Support Limits
Whilst we aim to offer the best possible support to all clients, limits must be set in place to prevent abuse of our support system. The limits are related to number of tickets lodged by an individual per month, which is 10 per individual in any one month, with a limit of up to 50 tickets per year.
Each support request should be lodged as a separate ticket.
5.1. What is not included with Support
Support limits are also related to what is not covered by Squaremuse support team:
5.a. Item Setup and Customization
Support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. However we have additional customization services that will help you tailor the item to your specific requirements. We recommend getting in touch via ticket and one of our support staff will provide you with further details.
5.b. Technical Issues – Squarespace
If your site is down or is not responding, contact Squarespace’s Support Center for further details or subscribe to Squarespace Status reports to be aware of outaegs, we are not directly responsible for platform related issues.
5.C. Technical Issues – Emails
Squaremuse uses in its pricing kits and design kits the default form offered by Squarespace. If you have transmissibility issues, we’d strongly recommend to contact Squarespace first.
If the form from a regular page works just fine but you have issues with the form from a Pricing Page, better is to get in touch with our team.
5.D. Technical Issues – Third Party extensions and code.
If using a third party extension or custom code that isn’t Squaremuse’s, and there are issues, please contact the provider to get support. We are not liable for third party integration and support.
Debugging and resolving third party issues will be a paid service.
If you have recently added custom code and have had issues with your site, delete the code, and clear your site’s cache.
5. h. Styling of Visuals and Custom Fonts
We are not responsible for the styling of your site and/or adding of visuals and custom fonts. Documentation is also provided on how to set up each page template and the relevant options for this. Again if you feel documentation is lacking and need further assistance, please let us know.
If you have any suggestions on how to improve our themes, services and documentation, please let us know here.
5. i. Privacy policy and Supporting your design kit via a contributor invitation
To be able to assist you, we need to have full access to your website either via sending us a contributor invitation at support@squaremuse.com (admin roles) or by providing your Squarespace credentials. We can not debug and track down the issue if we have editor or marketing rights for your website, as this gives no access to your website’s custom code, settings or template options.
We, however, have no right to review your financial reports, client's’ user base, your billing information or other confidential information.