How to get support
All of our products include a 6 months suppor tperiod and free lifetime theme updates. Once the 6-month support period ends, you have an option to extend support coverage for an additional 6 or 12 months. If you choose to not extend your support, you will no longer be able to open new tickets or receive technical assistance, but you still have access to our online knowledge base.
Before you submit a Ticket :
To help speed along your request, we require that you follow the steps below before submitting a new support ticket. This is for the benefit of everyone and will help make the entire process more efficient. It’s very important and we ask that everyone who posts follow these steps.
Read Our Documentations :
-- Please be sure that you have read the documentation of our theme to find an answer to your question, which comes with your downloaded package. The documentation covers important notes, installation process of our theme and wide range of overall explanations.
Envato's New Support Policy :
-- As new envato support policy, you'll get a free support from the purchase date of next 6 months! Check out more information about support policy here.
Our Response Time :
-- Please be aware that we try our best to monitor the forums around the clock, but because of a large amount of support inquires that we have to deal with on a daily basis, please allow 12 - 24 HOURS to receive an answer to your ticket.
What support covers? :
-- Support deals with installation of the theme, issues comes from our theme itself Bug Fixes, and Small Modifications which means, one or two lines of code we'll provide if needed.
Want to hire us for your customizations? :
-- This support is not includes any of your personal customisations. If you want custom works, please hire us at VictorThemes.com. Note : We're only available for installing our theme like a live demo site.
We want more details in your ticket questions :
-- Post more detailed information's as much you can possible : LINKS and SCREENSHOTS are always welcome! If your questions are not have detailed information's, then we'll ask more information from our next response(May take : 24 hours). So, you're losing your time with less information's.
Latest version of WordPress :
-- Make sure you are running the latest version of our theme and the latest version of WordPress.
Theme Update :
-- Always check theme update first.
Third party add-on :
-- Disable any additional 3rd party plugins you may be using to see if that resolves the issue you have.
If you cannot find the answer to your question, open a new ticket and our Support Team will assist you.
Included in item support :
- Answering specific technical questions about the functionality of the theme and its features.
- Answer questions 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 :
- Modify or extend the theme beyond the original features seen in the demo.
- Requests that require or involve Custom Coding.
- Support for 3rd party assets and plugins.
- Address issues regarding your hosting or server environment; please check with your hosting provider.
Make Note :
- We usually answer your questions in less than 24 hours from Mondays to Fridays. Your tickets are replied by the developers who develop the theme so it takes more time to get an answer only on Non-Working days.
- When you want to send a ticket, please send us all the required information, so we can help you faster. In most requests, we need your website URL and login information.
- We can not accept any customization request due to the amount of support request we are receiving. We are available for all kinds of WordPress works please send your details in VictorThemes.com