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 under 4 hours during our work hours)
  • guidance for theme features, options and functionality
  • information on how to configure theme options to obtain a particular result
  • test and identify possible reported bugs in the theme and (where possible) provide a temporary solution until the issue (if confirmed) is corrected in the theme
  • verify possible compatibility conflicts with third party plugins and provide a temporary solution (where possible) until the issue (if confirmed and possible) is corrected in the theme
  • suggestions of plugins for specific functionality
  • simple (up to 10 lines of code) styling customizations
  • simple (up to 10 lines of code in up to 3 files) functionality tweaks
  • simple (several lines of code) page templates
  • provide a base child theme

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

What does Priority Support not include?

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

  • extensive code or styling customizations for your site (beyond the limits indicated)
  • customize the theme to fit your design specifications
  • customize the theme to compensate or correct for issues created by a third party extension, hosting limits or old WordPress versions
  • write custom child themes, plugins or extensions
  • add 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,

request quote