Help Center Community Guidelines
1. What the Help Center is for
The Help Center is where WebSite X5 users ask for help, share solutions and exchange advice on building websites. The following are welcome:
- technical questions and answers about WebSite X5, Templates, Objects and the AI features;
- advice on hosting, publishing, SEO and other website-building topics;
- bug reports, feedback and suggestions for improving the software;
- criticism of the product, including negative criticism, as long as it is expressed respectfully.
New accounts. Until you activate a WebSite X5 licence or the staff approve your account, your content is visible only to Incomedia staff.
Private topics. If your issue involves confidential data, such as your licence, your account or your website's data, open a private topic: only you and Incomedia staff can read it.
Badges. A badge next to your name shows the edition of WebSite X5 you own. It helps others understand which features the question relates to and does not affect the order or visibility of content.
↑ Back to contents2. Before you post
- Check whether someone has already asked the same question.
- Choose the right section and language.
- Use a title that describes the problem, for example "The menu doesn't open on smartphones" rather than "Help!".
- State your WebSite X5 version and edition, your operating system and, if useful, a link to the website and a screenshot.
- Ask one question per post.
- If you suggest a solution, test it first where possible.
3. What not to post
| Rule | Examples | What happens |
|---|---|---|
| No unlawful content | Instructions for circumventing software protection, cracks, other people's licence keys, pirated files | The content is removed; if this is repeated, the account may be suspended |
| No offensive or inappropriate content | Insults, threats, discrimination, vulgar language, obscene or sexual content | The content is not published |
| No personal or confidential data | Passwords and FTP or hosting login details, licence keys, other people's email addresses, phone numbers or postal addresses, your clients' data | The content is not published: you can post it again without that data |
| No advertising or spam | Promotion of products or services, affiliate links, irrelevant links, the same message in several sections | The content is not published |
| No polls or petitions | Signature collections, questionnaires, links to them | The content is not published |
| No infringement of third-party rights | Templates, Objects or images copied without a licence, other people's texts reproduced in full | The content is not published or is removed |
| No malicious code | Suspicious links, infected files, scripts for attacking websites | The content is removed |
| Stay on topic | Topics unrelated to WebSite X5 or website building, speculation about release dates of new versions | The content is not published, and you are invited to use the right channel |
You can always include a link to the website you built with WebSite X5 if it helps to show the problem or the solution.
Questions about prices, licences, refunds and Incomedia's business decisions need a personal answer: write to the support team, who can see your account.
↑ Back to contents4. Respect and tone
Reply as you would like others to reply to you. Correct ideas, not people. If an answer helped you, say so: it also helps others looking for the same solution.
↑ Back to contents5. Language
Write in the language of the section you are posting in. Messages in another language may not be published, and you will be invited to move them to the right section.
↑ Back to contents6. Reporting content
If you find content that is unlawful or contrary to these guidelines, use the report button or write to policy@incomedia.eu. Include the link to the content and explain why. Reports are reviewed without delay; if you leave an email address, we will let you know the outcome.
↑ Back to contents7. How moderation works
Content is reviewed by an automated tool based on artificial intelligence, which decides whether to publish it, and by Incomedia staff. Moderation follows these principles:
- the content is assessed, not the person: only what is written counts;
- criticism is allowed: content is not rejected just because it is negative about WebSite X5 or Incomedia, as long as it is respectful and relevant;
- in doubtful cases, a person decides: if it is unclear whether content complies with the rules, it is passed to the staff rather than rejected;
- every decision comes with reasons: we tell you which rule was applied and whether the automated tool was used;
- you can ask for a review: if you think a decision is wrong, write to policy@incomedia.eu.
In the event of repeated breaches, the account may be restricted or suspended. Even then, you will continue to receive support for the products you have purchased by email or through other channels.
These guidelines supplement section 5 of the General Terms of Use; in the event of conflict, the Terms prevail.
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