How to Get Support
All our products come with a 6-month support period and free lifetime theme updates. Once the initial 6-month period concludes, you have the option to extend support coverage for an additional 6 or 12 months. Should you choose not to extend support, please note that you won’t be able to open new tickets or receive technical assistance, but you’ll still have access to our online knowledge base.
Before You Submit a Ticket:
To expedite your request, kindly follow these steps before submitting a new support ticket. This ensures efficiency and benefits everyone involved.
Read Our Documentations:
- Please review the documentation provided with your theme or plugin. It covers essential information, installation processes, and comprehensive explanations.
Our Response Time:
- While we strive to monitor the forums continuously, due to the high volume of support inquiries, please allow 12 to 24 HOURS to receive a response to your ticket.
What Support Covers:
- Our support encompasses theme or plugin installation, addressing issues arising from our product, bug fixes, and small modifications (one or two lines of code, if necessary).
Want to Hire Us for Customizations?:
- Please note that this support does not include customizations. For custom work, consider hiring us through the contact form. We’re available to install our theme or plugin to mimic a live demo site.
We Need More Details in Your Ticket Questions:
- Provide as much detailed information as possible. Links and screenshots are always welcome. Insufficient details may result in additional requests for information in our next response, extending the resolution time.
The Latest Version of WordPress:
- Ensure you’re running the latest versions of our theme or plugin and WordPress.
Theme Update:
- Always check for theme updates first.
Third-Party Add-On:
- Temporarily disable any additional third-party plugins to check if they are causing the issue.
If you can’t find the answer to your question, open a new ticket, and our Support Team will assist you.
Included in Item Support:
- Specific technical questions about theme or plugin functionality.
- Queries about third-party plugin functionality as it relates to the theme.
- Product updates to fix bugs, ensure ongoing software compatibility, and resolve security vulnerabilities.
Not Included in Item Support:
- Modifications beyond the original features seen in the demo or documentation.
- Requests that require or involve custom coding.
- Support for third-party assets and plugins.
- Addressing issues related to your hosting or server environment; please consult your hosting provider.
Make Note:
- We typically respond to your questions in less than 24 hours from Mondays to Fridays. Your tickets are addressed by the developer who created the theme, so responses may take longer on non-working days.
- When sending a ticket, provide all required information for faster assistance. In most cases, we need your website URL and login information.
I am always available for all kinds of WordPress works; please send your details in the contact form.
Joe Njenga
Lead Developer