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Support Policy

We proud ourselves with one of the best documented themes on Themeforest. They comes with :

  • 100 + help articles written by us
  • 23 Meticulously-scripted and professionally-produced HD video tutorials for beginners
  • Extensive setup guide.
  • In-Dashboard Contextual Help. Тhere are little helpers everywhere in the interface, that let you retrieve quick information about the particular fields you are currently viewing.
  • The theme utilizes standard for any WordPress theme sold on Themeforest functionality – Revolution Slider, Drag and Drop builder based on Visual Composer and Theme Option panel based on Option Tree and any user with prior experience with Themeforest themes will feel pretty comfortable with this theme.

Support Channels

Shinetheme provides theme related support via our Help Desk, knowledgebase & video tutorials. We may request you to e-mail us your login and ftp details when needed, in which case we will communicate via e-mail to protect your confidential details.

Support Hours

Our general support hours are Monday to Friday, 08:00 – 17:30. During this time, we can generally provide feedback on any support queries within 24 hours, whilst we will also commit to answer any queries during weekends and holidays within 48 hours.

Extent of our support

We only cover support for our themes, and cannot give general WordPress support that isn’t related to our themes. For general WordPress support you will have to use 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 cannot provide extensive help in terms of modifications. Technical support will thus take priority over modification support. If you need some feature not provided by Vamtam framework and the theme, feel free to contact us and we may include it in one of the future updates. Usually the popular requests take priority.

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 a developer 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. And big issues, we will fix and release in next version