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Suport Policy

Support Channels

OmegaTheme only provides theme related support via our support forum, knowledgebase & tutorials. We will not provide any support via e-mail or Twitter, Facebook, Linkedin. We may request you to e-mail us your login details when needed, in which case we will communicate via e-mail to protect your confidential & secure details. For membership account problems, please contact us via e-mail.

Support Hours

Our general support hours are Monday to Friday, 08:30 to 17:00 (GMT+7). During this time, we can generally provide feedback on any support queries within 12 – 24 hours, whilst we will also commit to answer any queries outside of these hours within 36 hours.

Extent of our support

We only cover support for our templates/themes, and can’t give general Joomla/WordPress support that isn’t related to our templates/themes. For general support you will have to use www.joomla.org/support or www.wordpress.org/support

We understand that there is a fine line between what is considered support & modifications. So whilst we will try help you with any type of query (support or modification), we can’t provide extensive help in terms of modifications. Technical support will thus take priority over modification support. We do however have a list of great designers & developers who can help you with modifications to our themes.

Definition of modification support

If you are requesting modification help, which only requires us to publish a couple lines of code, we will be glad to assist you. If however your query requires more than that amount of code to be published, we can only provide guidance and you would then need to hire an programmer if you don’t have the skills to implement it yourself.

Bug Fixing

It is our commitment to fix all theme bugs as quickly as possible after they are brought to our attention. During our general support hours, we can fix bugs within 24 – 48 hours. We will also try provide a solution via the forum for smaller bug fixes, after which we will update the core theme package.

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