Priority Support

 

Access to the support system requires an active Priority Support subscription, Plus theme license or Developer Club membership.

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What does Priority Support include?

Topics covered under priority technical support include (but are not limited to):

  • priority 24 hours answer time (usually 1-4 hours during our work hours)
  • theme features, options and functionality guidance
  • information on how to configure theme options to obtain a particular result
  • testing and identifying possible reported bugs in the theme and providing a temporary solution (when possible) until the issue (if confirmed) is corrected in the theme
  • testing and identifying possible compatibility conflicts with third party plugins and providing a temporary solution (when possible) until the issue (if confirmed and possible) is corrected in the theme
  • suggestions of plugins for specific functionality (when available)
  • simple (several lines of code) styling customizations
  • simple (several lines of code) functionality tweaks
  • simple (several lines of code) page templates
  • providing a base child theme

Support is provided via email only and is handled through our ticketing system.

What does Priority Support not include?

Technical support is not a customization service. As a result, technical support does not include:

  • extensive code/styling customizations for your site
  • customizing the theme to fit your design specifications (beyond the limits mentioned above)
  • customizing the theme to compensate for issues created by a third party extension
  • writing custom child themes, plugins or extensions
  • adding new theme functionality, options or controls for a particular site

These services can be provided through our separate customization service. For an estimate on a custom work project,

contact us