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,