Response times are limited to the hours of operation. There is no guarantee of a specific response timeframe. Responses are provided in the order they were received. Please note that most of them are handled within 24 hours, but sometimes (in very rear and complicated cases) you will have to wait 2-3 business days for our response.
Please be patient during busy periods and be aware of any difference in timezone. On occasion, we will provide support on weekends, but please do not expect a quick turn-around on Saturdays or Sundays.
Product Support Channels.
We will only provide Support Services through our Helpdesk. We don’t provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.
You will need to submit a ticket using the Helpdesk or by mailing it at email@example.com in order to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them in order to assist you. Our Helpdesk tickets and information you share with us through these Helpdesk tickets are confidential. Only you and our support team will see your ticket.
We ask that you read through the theme documentation and the FAQ and Knowledgebase before asking a support question. This will save everyone a lot of time. The documentation and the articles cover roughly over 70% of asked questions.
Notice: Requests received via ThemeForest comments and personal messages or email will take much longer time to process or can be not addressed at all!
Our Support Service Covers.
We only support our Products (unique functions and features beyond WordPress ones). Our Support Service includes assistance with Product installations, configuration and use. We cannot provide general support on WordPress or third-party plugins.
We understand that there is a fine line between what is considered to be support and customization. Though we will try to help you with any type of requests (including customization that requires only a couple lines of code changing), you must understand that we cannot provide extensive help in terms of modifications.
Moreover, technical support will always take priority over modification/customization requests.
Our Support Service Doesn’t Cover.
It is our commitment to fix all theme bugs as quickly as possible. All support requests will be resolved within 48 hours (usually it takes only couple of hours). We tend to update our themes about twice a month or so to minimize the theme bugs. If there are no known bugs in the theme, the updates will be postponed. It is not our commitment to introduce new features other than ones included with the main package. If there is requests from our users, we will be glad to include more features for the theme when possible.
We are happy to assist you on customizing our products. However, we can’t provide help on extensive modification as our support agents have to prioritize technical inquiries over modification requests.
As a general rule, extensive customization involves alteration and modifications of tens of lines of code in the theme files. This is beyond the extent of our support service.
If you think that you don’t have the skills to implement any change, be it minor or extensive, we highly recommend our paid customization service. Our rates are very competitive and we work efficiently. If you want to request a customization service, please contact us for a free quote and we will reply you within 48 hours. Click here to send a customization request.
If you have any other questions, don’t hesitate to send us a message.