Atlas Support Policy

1. Introduction

We at Kalungi are dedicated to provide our customers with the best support process possible for Atlas. We offer 2 versions of the theme (a Free and a Pro version) with varying levels of support. This document will outline what is included and what you should expect from each support type.

2. Free Version Support

 

2.1. Scope of Support

For the Free version, our support system will:

  1. Provide assistance for any issues or questions related to the installation, configuration and the included customization of Atlas.
  2. Provide guidance and best practices for using Atlas with other Hubspot tools and integrations.
  3. Provide fixes and updates when a feature is not working as intended.

For the Free version, our support system WILL NOT:

  1. Provide support for custom coded modules and/or templates.
  2. Provide support for issues related to third party software.
  3. Provide specific implementations for specific/unique requirements.

3. Pro Version Support

 

3.1. Scope of Support

For the Pro version, our support system will:

  1. Provide assistance for any issues or questions related to the installation, configuration and the included customization of Atlas.
  2. Provide guidance and best practices for using Atlas with other Hubspot tools and integrations.
  3. Provide fixes and updates when a feature is not working as intended.
  4. Provide guidance on how to implement/add new modules or templates to the theme. This does not include the specific implementation of the feature/requirement (that would need to come from your team) but we would still provide guidance and documentation on how to achieve it.
  5. Provide priority support and access to additional resources and custom code snippets when needed.
  6. Provide support for issues related to third party software (when applicable).

For the Pro version, our support system WILL NOT:

  1. Provide specific implementations for specific/unique requirements.

4. Updates

Atlas Free and Atlas Pro will receive regular updates and bug fixes. Atlas Free and Pro will also be updated whenever HubCMS releases new features and updates to the CMS engine. If you would like to report a bug, please feel free to contact atlas-support@kalungi.com

5. Support Hours

Our support system is available during business hours, from 9am to 5pm (PT), Monday through Friday. We do not provide support during weekends or holidays. Any ticket or support request that arrives outside of our working hours will be answered on the next available working day. We will respond within 72 hours during business days.

  • Atlas Free

  • Atlas Pro

Atlas Pro

Get Atlas Pro
Provide assistance for any issues or questions related to the installation, configuration and the included customization of Atlas. Blue-Check Blue-Check
Provide guidance and best practices for using Atlas with other Hubspot tools and integrations. Blue-Check Blue-Check
Provide fixes and updates when a feature is not working as intended. Blue-Check Blue-Check
Provide priority support and access to additional resources and custom code snippets when needed. Blue-Check
Provide support for issues related to third party software (when applicable). Blue-Check
Provide guidance* on how to implement/add new modules or templates to the theme. Blue-Check
Provide support for custom coded modules and/or templates.
Provide specific implementations for specific/unique requirements.

*guidance: This does not include the specific implementation of the feature/requirement.