How AdnanThemes communicates service issues and maintenance.
Websites, APIs, marketplaces, payment systems and AI providers can experience outages or degraded performance. This page explains how AdnanThemes approaches incident communication without making unsupported uptime guarantees.
What may affect availability
Availability can depend on the AdnanThemes website, WordPress hosting, external APIs, checkout providers, marketplaces, email delivery, AI providers and other third-party systems.
Website availability
Hosting, DNS, caching, maintenance, software errors or infrastructure changes can affect access to AdnanThemes.com.
Third-party APIs
External AI, payment, licensing or data services may become unavailable or change independently of AdnanThemes.
Marketplaces and checkout
ThemeForest, CodeCanyon, Freemius and other external services control their own availability, transactions and account systems.
How material incidents are handled
When a material issue is confirmed and affects customers, the goal is to identify the affected service, reduce impact, restore normal operation where possible and provide useful information through an appropriate official channel.
1. Confirm the issue
Determine whether the problem is on AdnanThemes infrastructure, an individual customer environment or an external provider.
2. Limit impact
Where practical, apply a fix, rollback, temporary workaround or provider-specific mitigation.
3. Communicate useful information
For material customer-facing incidents, relevant support, product, documentation or status information may be updated as facts become available.
4. Follow up
Where useful, changelog, maintenance or support information may document the resolution, workaround or action customers need to take.
Planned maintenance
Some updates or infrastructure work may require temporary maintenance. When planned work is expected to materially affect customers, reasonable notice may be provided through the website, relevant product documentation, support channels or customer communication where practical.
No fake uptime percentage
AdnanThemes does not publish a 99.9% or similar uptime guarantee unless a specific service agreement explicitly provides one.
No fabricated incident history
Incident entries should only be published when a real material event has been identified. We do not create artificial incident records for appearance.
Service-specific terms
A hosted SaaS or custom managed service may have separate availability or maintenance terms if those are explicitly included in its plan or written agreement.
If you think a service is down
Before reporting an outage, confirm whether the issue affects only one website, browser, network or account. Include enough detail to help support distinguish a local problem from a wider service issue.
What to include
Service or product name, affected URL, approximate time, error message, screenshots and whether the problem occurs on more than one device or network.
Security incidents
If the issue involves a suspected vulnerability, credential exposure or unauthorized access, use the responsible security disclosure route rather than a public support topic.
Security policy →Standard support response target
Standard support requests have a 2–3 business day response target. Critical service-impact information should include clear evidence so it can be identified appropriately.