What does Customer Support cover? - Support Policy
We work really hard to provide you with a smooth experience, yet we know that you might still have some questions about our products. In that case, we provide our users with docs & support, so you can get your WordPress site running in no time.
In our Support Policy, we clarify everything you should know about our support.
We recommend you to use email support for account & pre-sales related questions. We encourage you to check our ThemeIsle Docs before submitting any support requests.
We don't offer phone, live chat or social media support. We only offer email support.
We strive to answer all support requests within 24 hours excluding weekends. However, looking at the data we have until now (March, 2016), we managed to answer the support questions twice as fast, in 11 hours 44 minutes on average. Please note that response time might be slower during weekends. And we may be located in a different time zone than yours, so that may effect the response time as well.
What Our Support Covers
We only offer support for the products that we have developed. We are more than happy to assist you with installing & making them work like we promised.
We test our products before making them available for our users, but we are humans and we make mistakes. If you find any bug in our products then please report them to us. We will fix them as soon as possible, and will include them in future updates.
What Our Support Doesn't Cover
We don't provide third-party product support. If you're having an issue with a third-party plugin or theme, then you should contact the product author for the support.
We also don't provide support for older versions of our products. It's recommend that you always use the latest version of our products, as well as of WordPress.
We don't give general WordPress support. If you have any issues with your WordPress installation then WordPress Support Forum is the place to ask.
We don't provide support for any sort of customizations which the theme isn't made for. In other words, we don't provide support for anything which changes the look and functionality of our products.
We will try our best to point you to the right direction or give you our advice, if we are able to do so, but we don't take any responsibility for customization.
If you are looking for someone to customize our product for you then we recommend you Codeable.
We may amend our Support Policy from time to time, so please make sure that you're aware of the changes.