Our Support Policy is in line with the Envato Marketplace - Item Support Policy | ThemeForest 


Support Channels

We provide support via an email-based ticketing system. 


Support Hours

We do our best to monitor the tickets around the clock, however, this is not always possible due to different timezones. We have a support team of 5+ who reply to tickets throughout the day. Reply times can vary from time to time and be up to 24 hours Monday – Friday and up to 48 hours on weekends, Saturday – Sunday, but is usually faster than that. 


The extent of our support

Thanks for purchasing a VamTam theme!   Supporting all of our customers who have purchased our product is very important to us and we strive to provide the highest level of support available. We will endeavor to provide the most efficient and effective support possible, within our support guidelines. 


Support exclusions  

  • Item customization. We recommend this provider - Codeable to assist you with any customization, modification, or issues that extend beyond our scope of support.
  • Installation of the theme.
  • Hosting, server environment, or software.  A bug or issues that are unique to your installation and can't be replicated on another server are usually related to the Hosting Configuration. 
  • Help related to third-party assets not included in the theme. Bugs or issues that can't be replicated after deactivating third-party plugins are usually due to third-party plugins. 
  • General WordPress or Elementor help. 


Bug Fixing

Our commitment is to fix all theme bugs as quickly as possible after they are brought to our attention. We can fix bugs within 24 - 48 hours during our general support hours.  Please note a BUG is not a problem unique to your site/installation and should be easily replicated on any server. 


Resources 

We pride ourselves on one of the best-documented themes on Themeforest. They come with the following: 

  • 100 + help articles written by us
  • 34 Meticulously scripted and professionally produced HD video tutorials for beginners
  • Extensive setup guide.
  • In-Dashboard Contextual Help. There are little helpers everywhere in the interface that let you retrieve quick information about the particular fields you are currently viewing.