READ ME! The Official Support Policy!
Here's the short version:
We support basic theme questions & bug reports for the latest available stock theme.
We don't ever support customization requests, new or modified functionality, plugin integrations, hosting issues, migrations, themeforest account issues, etc.
So what does this mean?
This means that if you are experiencing issues, to first make sure your install is:
- Up-to-date: Running the latest/updated theme, plugins, & WP version
- Stock: Unaltered theme files and all non-theme-included plugins deactivated
These steps are necessary for us to be able to help.
If you have an issue with a plugin that we're including, please let us & the plugin author know. We are happy to help with basic questions and conflict reports, but remember that the plugin author is going to be the primary support for their plugin. For more information on plugins, check out:
We want to provide you with resources to help with any of your questions. So here are some libraries that we have compiled for you to find additional information & help:
- Theme Documentation: Found in your theme-download-package
- Video Library: http://youtube.com/makedesignnotwar
- General Support Guide: http://mdnw.net/reactor/general_support/Support_G...
- WordPress Support: www.wordpress.org/support
- Plugins Support: For full support of any plugin, we recommend touching base with the plugin author: https://wordpress.org/plugins/
Don't forget that backing up is your responsibility, and we recommend doing so before any major updates or customizations. See our Backup and Restore video for a visual guide on what the workflow might look like in our Video Library
If you're working on localhost, unless its a known issue, unfortunately it's hard for us to help unless we can see a live example.
With that said, if you are experiencing issues on a local host environment, please let us know, but understand that there are some huge limitations with this situation and we simply cannot provide the same comprehensive support in this situation for many reasons. We are still happy to provide support though if we can, and we ask that you provide us with a walk though (with plenty of details) on how we might replicate the issue on our end.
Full Active Support for 6 Months
We gladly provide "full active support" for our products for the first 6 months of their life cycle - this is where the vast majority of patches, feature additions, and bugfixes are discovered. After that, the themes are considered stable and are sold "as-is". Note that if you run into a bug with one of these older themes, we still want to know about it - so let us know!
We'll naturally release patches for these themes as it becomes necessary (for instance, if a new version of WordPress comes out and a patch is necessary to ensure the theme is stable on the new version). Beyond that, support for products older than 6 months will be largely shut down so that we can focus on supporting our newer products.
The reasoning here is pretty simple; The support ticket system has been somewhat 'abused' over the past year 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 - Thursday. We still LOVE to help you guys do awesome stuff with our themes and we're still happy to help with the basics.
Charlie and Brandon Jones
(the dudes behind the themes, who happen to hate writing stuff like this)
The Full Version of Our Active 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 or plugin integrations. 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.
What is a "Customization"? If you are requesting basic customization help using the existing in-theme tools and options, 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 question is more in depth, 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"?
5. How can I change X, Y, Z, A, B, C, & D.
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 there is an affordable network of "freelancers-for-hire" that are able to take on customization projects. Check it out here: http://microlancer.com