“READ ME! The Official Support Policy!”
Here's the short version: We support basic theme questions & bug reports. We don't support: customization requests, new or modified functionality, plugin integrations, etc.
The good news is that we have a network of freelancers that you can contact for assistance with custom theme mods: http://freelancers.mdnw.net
We also have:
A Video Library: http://youtube.com/makedesignnotwar
A list of FAQs: http://makedesign.ticksy.com/faqs/
A General Support Guide: http://mdnw.net/reactor/general_support/Support_Guide.html
The reasoning here is pretty simple; The support ticket system has been somewhat 'abused' over the past month and our helpers have been getting bogged down with lots of advanced customizations that often take up 12-14 hours a day of non-stop support 6-7 days a week.
The end result is that many of the simple questions on the board are taking several days to respond to because other, more advanced questions are getting most of the attention. That sucks for the 99% of theme users that just want a bit of help with simple stuff. So, as much as we all want to help everyone, we've gotta draw the line and expect that you (the theme users) have either the skill to complete customizations on your own through our extensive documentation or by hiring outside help.
Rest assured, we're still here; We still have people answering tickets all day long Monday - Friday. We still LOVE to help you guys do awesome stuff with our themes... and we're still happy to help with the basics.
Sincerely, Brandon R Jones (the dude behind the themes, who happens to hate writing stuff like this)
The full description of what we can and can not support follow:
The Extent of Our Support: We only cover support for our themes, and we can not give general WordPress support that isn’t related to our themes (ie: we can't help you install/use/modify plugins that we don't officially endorse from the Theme Options panel).
For general WordPress support you will have to use www.wordpress.org/support. Furthermore, we can not help with theme customizations (read about this below). Third-Party Plugin Support WordPress is a big ecosystem with tens of thousands of plugins that are coded to all sorts of different standards. Most of the time, "broken" theme issues are caused by poorly coded plugins. As such, we ask that you first disable any non-theme recommended plugins.
Support vs. Customizations: There is a fine line between what is considered support & customizations. We will try help you with any type of query (support or customization), but we can’t provide extensive help in terms of customization. Technical support will thus take priority over customization support. We do have a list of great designers & developers who can help you with modifications to our themes. They are unaffiliated with us and will each have their own rates and rules... but we encourage you to contact them if you have specific customizations in mind.
What is a "Customization"? If you are requesting basic customization help, which only requires us to publish a couple lines of code, we will be glad to assist you. This usually covers the most basic of changes. For instance, the following questions would be considered "basic" customizations:
1. How do I change the menu sub-text color to red?
2. How do I change the font-size for paragraphs?
3. How do I make the background image centered instead of left-aligned?
However, if your query requires more than that amount of code to be published, we can only provide guidance and you would then need to hire a freelancer if you don’t have the skills to implement it yourself.
Some examples of this type of question are:
1. How can I change the layout of page template X?
2. How can I add XYZ plugin to this theme?
3. How can I change the way that the menu works?
4. How can I make "theme X" work like "theme Y"?
Anything that has to do with customizing layouts, page templates, custom theme features, non-official plugins, etc. falls into this category. We understand that this covers a lot of your questions... the simple fact is that it's not feasible for us to help with this stuff though. The good news is that we have a network of "freelancers-for-hire" that are able to take on customization projects.
Check it out here: http://freelancers.mdnw.net
Bug Fixing We are committed to fix all theme bugs as quickly as possible after they are brought to our attention. This usually means that we will release a patch for any reported bugs in the next update to the theme in question. We will also try provide a solution via the forum for smaller bug fixes, after which we will update the core theme package.