What is included in our support?
Included
- Pre-sale questions
- Help with the Theme Installation process and basic troubleshooting
- Basic CSS code for minor changes
- Assistance with any built-in theme functionality
- Assistance with theme compatibility with included plugins
- Feature requests and bug reports
- Information about general solutions for podcasting
- Help with importing your podcast to WordPress
- SecondLineThemes account questions
- We can also provide basic information, guidelines and best-practices for SEO, page speed and Podcasting, but not custom or tailor made solutions
Not Included
- Support for customizations
- Support for 3rd party plugins
- Extending built-in theme functionality
- Server setup or WordPress installation
- Help with custom scripts, snippets or modifications done by someone else to the themes
How long should you wait for an answer?
We respond to support tickets by going over the ticket queue (older tickets first). If you send out multiple emails, this may delay our response.
In terms of response time, we typically reply within the same business day. Sometimes we reply within 2 minutes and sometimes it takes a few hours. We usually don’t have the same reply rates on weekends and holidays so please take that in mind. Our guarantee is up to 24 hours, but usually it’s faster than that.
Who is eligible to receive support?
As long as you have a valid license, we’d be happy to support your questions according to the support guidelines listed above.
Without a valid active license, we’re not able to provide support or assist with specific questions. (except for general inquiries or pre-sale questions)