Support Policy

Support Policy

Response time is usually within 1 business day. We offer free support for all of our products, if you encounter issues while using our products, then please post your own topic with details with some screenshot of your issues including your website URL in the exact/right/correct forum that item you have bought. Please create your own topic without post a reply in someone else created posts. Because the post creator can feel bothered for getting unexpected notifications of every reply of his/her created post. Please make sure, you have renewed your support extension if the free support period was expired.

If your are an Envato User then please make sure, you are registering as “Envato User” not “ThemeLooks User”. If your are a ThemeLooks User then please make sure, you are registering as ThemeLooks User” not Envato User”.

 

Item support vacations:

– We are on a vacation from 09 August 2019 and won’t be able to respond to support questions until 17 August 2019.

 

Before contacting the support it’s best practice to check if:

– The issue is not covered in the documentation

– You have the latest version of the template/theme and theme recommended plugins

– You have the latest version of WordPress and update your hosting server PHP version to minimum 7 or newer

– Disable 3rd party plugins, most issues are caused by a plugin conflict

You have renewed your support extension if the free support period was expired

Note about WHMCS Template Support: We are providing WHMCS Template by customizing WHMCS default Six Template’s header, footer and color ONLY based on our template/theme. That means, we are not responsible and unable to support for WHMCS system issues. This is because, we didn’t do anything in the system or we are not the developer of WHMCS system, we just customized WHMCS default six template’s header, footer and color ONLY based on our template/theme. So, if you have any question about WHMCS Template’s header, footer and color, then you could ask to get support. Otherwise, contact with WHMCS support.

 

Support includes:

– Answering technical questions about item’s included features

– Assistance with reported bugs and issues

– Help with included 3rd party assets

 

The following issues are not covered by support:

– Server configuration and complex server-side issues

– Customization services

– Installation services

– Support for third party software and plugins or other issues that are not related to our product/item

– Features not included in our product/item

– Raised issues for your wrong editing/customization of codes

– Bootstrap general support/how to’s. For this you can search on the getbootstrap.com or check the web for tutorials

– WHMCS general support/how to’s. For this you can search on the whmcs.com Technical Support, Community Forums & Documentation or check the web for tutorials

– WordPress general support/how to’s. For this you can search on the wordpress.org forums or check the web for tutorials

– phpBB general support/how to’s. For this you can search on the phpbb.com Documentation, forums or check the web for tutorials

 

When posting an issue:

– Please provide as much information as possible

– Post your site URL or if necessary some screenshot/images which may help us identify the problem. Additional information may be requested later by our staff. The solution will come faster if we receive most details from the start

– If you made modifications on the theme code please mention them and provide a full description

– We take all messages in order by date, from the old ones to the newest and we try our best to provide the best solutions.

 

New to HTML:

If you’re new to HTML we advice you to take some HTML courses before asking for support on our forum. You can find plenty on the web (some are free). You could also check the HTML Information included in this document and which contains links to resources that should help you understand the basics of HTML.

 

New to WHMCS:

If you’re new to WHMCS we advice you to take some WHMCS courses before asking for support on our forum. You can find plenty on the web (some are free). You could also check the WHMCS Information included in this documentation and which contains links to resources that should help you understand the basics of WHMCS.

 

New to WordPress:

If you’re new to WordPress we advice you to take some WordPress courses before asking for support on our forum. You can find plenty on the web (some are free). You could also check the WordPress Information section included in this documentation and which contains links to resources that should help you understand the basics of WordPress.

 

New to phpBB:

If you’re new to phpBB we advice you to take some phpBB courses before asking for support on our forum. You can find plenty on the web (some are free). You could also check the phpBB Information section included in this documentation and which contains links to resources that should help you understand the basics of phpBB.