How do you handle support requests for older items that no longer get updates?

Envato Authors Theme Authors
1

Hi everyone,

I’ve recently started selling templates on Envato, and I’m wondering how others handle customer support for items that are no longer actively updated but are still being downloaded or used.

Do you continue providing full support, or do you have a cut-off policy for older versions? Also, how do you communicate this with buyers clearly?

Would appreciate any insights or tips from experienced authors!

Thanks in advance.

2

You should provide the support for those extended the support. For others, if they haven’t extended the support period, you can suggest to purchase the support before providing support.

You’re not entitled to provide support ( if the item is marked as supported ) more than 6 months.

Different authors has different approach. For example, if you make sales as Avada, you can hire someone just to provide support ( no matter what ) but if you’re working on your own and not making enough sales to support after sale, you can just turn off the support.

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