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Support Policy

First of all, we’d really like to thank you for purchasing one (or more!) of our themes. So that you can get the most out of our support forum and make your experience better, we’d like to detail a few points in terms of our support policy.

 

We aim to respond to all posts within 12 hours (Monday-Friday), but in some cases this may slip to 24-48 hours. We work on the oldest topic first, so adding a new comment will take you to the back of the queue. We do also try our best to reply on weekends as often as possible.

 

What should you do before posting a topic, or ask a question?

Before asking questions within the support forums, please make sure that you have fully read the included theme documentation file, which comes packaged with your download. The documentation covers installation, usage, and often answers the vast majority of questions.

Additionally, you may also use the search feature on our Forum to check if your question has previously been asked, in order for you to add your input, or hopefully it’s already been answered and you’ll have an instant resolution.

 

What do we support?

Support covers getting setup, using features and general bugs/issues with our themes. If you require helps that are not within this scope, we’ll advise you to hire a freelancer. While we’d love to provide customisations, and premium support, we simply don’t have the time to do so!

 

Customizations and 3rd Party Plugins

Support does not cover customizations and 3rd party plugins. All customisations are done at the user’s own ability. Unfortunately we cannot support these as we simply don’t have the time. If you’re stuck, we recommend you hire a freelancer.

 

What’s our support response time?

We aim to respond to all posts within 48 hours (Monday-Friday), but in most cases we usually manage to reply less than 24 hours. We work on the oldest topic first, so adding a new comment will take you to the back of the queue. We do also try our best to reply on weekends if we have time. Please be patient, we appreciate it!