We provide two types of support: General support and Advanced Support.
What’s included in General support.
All customers will get 6 months General support for free form the purchase date. You can extend general support once it’s expired. Most support requests are in the scope of general support.
- Theme updates, this one is special, because it’s free for the life time.
- How to use theme features. Our themes are feature-rich ones, they have 50+ modules, if you have questions of using them, just ask us.
- Provide help of installations.
- Provide solutions to help you achieve a certain goal by using native theme features. If you have no clue about how to do things, just ask us.
- Provide some guidance on how to use prestashop. It would take some time to learn how to use Prestashop’s native features, you can also ask us questions about how to use prestashop.
- Help with small customiztions. A customization which can be done within 30 minutes is a small customization . Most small customizations can be done by using custom css codes.
- Help with non-time-consuming non-theme related problems. You may encounter server-related problems and 3rd-party module related problems, we can also provide support for them if fixing them costs less than 30 minutes.
- Provide support for built-in 3rd party modules, Our themes have 3 built-in 3rd modules, they are “Revolution slider”, “Visual composer”, “tawk.to” and “OneAll Social Login”. We paid “Revolution slider” and “Visual composer” for all our customers, you can use them for free, the rest two are free. Once you have problems of using them, contact us, we will try out best to help.
- Provide help of investigating problems. You may encounter problems you have no idea what caused them, how to fix them. We can help you to take a look to see what’s wrong. We can help with non-time-consuming ones for free. For time-consuming ones, you can use our advanced support.
- Bug fixes.
What’s included in Advanced support.
In order to make sure you can easily set up a site, we provide advanced support to help to solve problems and do customizations to save the fuss of you searching for help from freelancers or local thec companies, we are the best choice for you cause no one knows our themes better than us. The main purpose of providing advanced support is to make all our customers be able to finish setting up a site smoothly without stuck on tricky problems, some tricky problems would wast you a lot of time, some of them even case project failures.
- Time-consuming 3rd party module integrating services.
- Fixing Time-consuming non-theme related problems.
- Time-consuming customization requests. Like Adding features to your site, changing layouts by editing files, etc. This the similar with our Custom service, if a customization request which can be done within hours, use our Advanced support, if it requires a long time to be done, then use our custom service.
Define Time-consuming? A support request which costs more than 30 minutes is a time-consuming request.
Advanced support rates.
Generally our rate is 100$ per hour, we decide to give a big discount for customers who using our advanced support, and the first 30 minutes is free, because it’s in the scope of our free support.
How the Advanced support works.
- Post your requests on the support forums as usual, don’t send us advanced support requests via email, because of we have a feature on the support forums to manage advanced support requests.
- You can find options to let our support team know what should they do if some of your requests are in the scope of advanced support. By default we will consult with you to let know details and how may would cost before fulfilling them. If you know our advanced support quite well, you can set a budget, if fulfilling your requests costs less than the budget, we will fulfill them for you to save the time of consulting.
- Once a advanced support request is fulfilled, we will mark the post which contains the request to make you be able to track.
- What should I do if I don’t my requests belong to general support or advanced support? Just post all requests out, we will let you know if some of them are in the scope of advanced support and why.
- Can I put general support requests mixing with advanced support requests? YES
- How to pay for my advanced support requests? Pay it here Advanced support.
- Can I get invoices for my advanced support request? YES.