Support Policy

Thank you for purchasing one of our premium themes. In order that you get the most out of our support forum and make your experience better, we’d like to advise you to read through the support policy on this page.

1.

Why we provide support?

 

Support is not compulsory for Envato authors, but we’re providing it for FREE* as a good will gesture in order for you to get the most out of our premium themes. Anyways, keep in mind Envato rules force us to check for support expiration dates and our forums are closed for users without a valid support extension. It’s not our policy, but general Envato Marketplace requirement for all exclusive authors and supported items. Otherwise, our themes would’ve been marked as unsupported on ThemeForest. Thanks for understanding.

*Theme support is offered to verified customers with active support extension by forum only. Support requests made by email, tweet, Facebook, live chat or any other method will be redirected back to the forums.

2.

Before asking questions

 

Before asking questions within the support forums, please be sure that you have read the file documentation which came 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 look up for possibly similar questions that you have in mind.

3.

What’s included with our support?

 

Support covers getting setup, using features and fixing general bugs/issues with our themes up to the WordPress, Plugins & Browsers versions stated in the product page. If you require help for issues that are not within this scope, such as on how to use default WordPress functionality then we’d likely redirect you to external articles or support forums instead.

We only cover support for our themes and plugins, and cannot give general WordPress support that isn’t related to the specific functionality of our themes. For general WordPress questions and problems, you will have to use www.wordpress.org/support

We truly understand that there is a fine line between what is considered support & modifications. So whilst we will try help you with any type of query (support or modification), we cannot provide extensive help in terms of modifications. Technical support and bug fixing will always take priority over modification support!

We cannot provide support for code customization or 3rd party plugins. If you need help with customization of your site/theme then you should enlist the help of a developer.

4.

Customizations and 3rd party plugins

 

Support does not cover customizations and any 3rd party plugins functionality, unless otherwise explicitly stated in the item description or documentation.

5.

Support time

 

While you could access the forums and our knowledge base any time around the clock, keep in mind we’re located in Eastern Europe ( Bulgaria, GMT +2 ). Our general support hours are Monday to Friday, 08:00 – 18:00h.

We can usually provide feedback on any support queries within 2 – 8 hours on working days, whilst we will also commit to answer any queries during weekends and holidays within 12-24 hours.

Keep in mind we’re probably in different time zones. Sometimes when the queries are more complex it may take up-to 24-48 hours before we provide feedback.