Support Policy

We live by making our clients happy and this Helpdesk aims to ensure your experience using our themes is as pleasant and easy as possible. That being said, please understand that we are not required to offer theme support, neither is this specifically included by the purchasing of our theme.

It’s important to understand that you buy the theme “as it is” and you need to adapt and use all the features at their best, instead of trying to simply change it to look or function different (which is also outside of this support scope).

#Support Coverage

We only offer support for our themes, features and functionality unique to our themes (beyond that of WordPress). Please note that we cannot assist with general WordPress support or help with theme modifications and customizations in any capacity within our complimentary theme support.

We don’t offer support for the installation, customization or administration of WordPress itself, nor do we provide any support for 3rd party WordPress plugins. Issues with plugins should be raised with the plugin author, and the WordPress.org Extend forums can help with any WordPress-related issues. WordPress.tv also offers a number of excellent video tutorials.

We cannot provide support on 3rd party plugins, and all 3rd party plugins should be disabled before contacting us for support.

#Support Defined

The scope of our support is to help you with:

  • Issues or problems installing one of our themes
  • Not understanding how to or experiencing issue using any of the themes features
  • Problems experienced with a WordPress release and how it affects the theme or any theme updates
  • General bug fixes

With that being said, we will NOT provide help with the following items:

  • Theme customisations and installation services
  • Support for 3rd party plugins and issues that may have arisen after activating this 3rd party plugin
  • WordPress General Support. Use the WP.org forums for general WordPress support.
  • Support for issues caused by user modifications in the theme’s code, styling and general function by yourselves or hired freelances

# Support Abuse

We have always provided timely, free customer support, which remember we are not required to do. This is a courtesy we offer to our client, but sometimes people abuse this service. Please put time and thought into what you're asking and do not ask every question that comes to mind without trying to find the answer.

Please don’t take advantage of our speedy response times and start asking questions back-to-back without taking the time to investigate their issues themselves This can be bad for you if you eventually come across a problem you truly cannot solve. Remember the boy who cried wolf ? That applies here. :-)

# Support Hours

We answer support questions every day from Monday to Friday . During this time, we strive to respond to all theme queries within 24 hours. More advanced or technical queries may take longer.

Please note that our support staff are geographically displaced in different time zones and at times answering your support questions can likewise take slightly longer than anticipated.

# Customizations

We can not offer support on customization of our products. Support is provided for our products as they are intended to function out of the box. Anything that changes the way they look or function by default is considered customization. We will do our best to offer advice and direct you to the appropriate resources if we are able to.

We recommend the following paid services if you wish to customize our products: Codeable or WerkPress.

# Bug Fixing

It is our commitment to fix any bugs as quickly as possible after they are brought to our attention. We will also try provide a solution via our help desk for smaller bug fixes, after which we will update the theme in our scheduled updates.

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