Our support mainly covers pre-sale questions, basic theme questions and bug reports through our support email: firstname.lastname@example.org. Also you can follow us on twitter http://twitter.com/keenthemes to get the latest news and more.
To be eligible to request the technical support you must have purchased the theme and have at least one regular or extended license. To users with no “purchased” badge technical support is not provided through the themeforest comments dashboard. For the email support you must provide your license info for us to mark you as “verified customer” in your email support system.
When you send a support request please do describe your issue with more details. If you can provide a link to your developing site then this can help us to solve your issue more faster.
Upon submitting a bug report, we will take it as a high priority case and we will release the fix with upcoming releases or we can send the fix to a customer via email if the customer needs the fix urgently.
We do not support individual customization, but we tend to advise and show direction on customization requests that customers ask. Also server side implementations(php, .net, java, login, database connection, etc) are not covered by our support since our themes are just HTML themes and they are not functional admin panel or application. Every users is responsible for further server side development and integration according to a particular project requirements.
All 3rd party plugins used in the theme are provided as bonus and we do not give any guarantee to their functionalities. Also our support do not cover any 3rd party plugin customization or bug fixes that are not in our control.
Our themes cover only the frontend part and the backend integration and development issues(e.g: php, .net, mysql, java, etc) are not covered by our support since the backend implementation is responsibility of buyers.
Customers are always welcome to ask for feature requests and give suggestions that can improve our premium themes. All feature requests definitely will be considered and the new features will be released with upcoming releases.
Our support generally operates from 9AM – 6PM GMT+8 time from Monday – Friday. The support response time is 24-72 hours but normally we tend to settle the questions as earlier as possible(even earlier than 24 hours when possible).