Support Policy

Support Policy

Thanks for purchasing one of our premium files from Themeforest! We are happy to support our users, which is why we have a support ticket system for anyone who has purchased our premium files. We provide it because we back up our products, we care about our users and want to help them set up their sites. We will do our best to answer all questions as soon as possible.

Scope of Support

Our support covers getting setup, trouble using any features, and any bug fixes that may arise. Unfortunately we cannot provide support for …

  • Code customizations that fall outside of our included options cannot be supported.
  • Issues that are caused by 3rd party plugins cannot be covered by support
  • We cannot edit our host file to gain access, you will need to allow access without modifications.

Support Schedule

We try our best to monitor the tickets around the clock, however, this is not always possible due to different timezones. We have a support staff of 10+ who check the tickets throughout the day. Reply times can be up to 24 hours Monday – Friday and up to 48 hours on Sat-Sun.

Our staff members cannot:

  • Provide their IP Address under any circumstances.
  • Provide personal information, such as full names, locations, etc.
  • Provide any guarantees when providing support.
  • Take responsibility in case any issues arise from trying to provide support.

We highly recommend coming to us with your theme-related issues. However, if you do not feel comfortable sharing access to your website with our staff members, we recommend hiring a freelance developer, whom you can collaborate closely with, to help with your website issues.