Support and Customization Guidelines:

Thank you for considering our product. Please be aware of the following important points:

• Support Eligibility: Our support services are exclusively available to customers who have purchased our product. If you've acquired our item, you're entitled to our assistance.
• Theme Functionality: We are committed to ensuring that the theme functions in a manner consistent with the demo site. Our efforts are directed towards providing a seamless experience.
• Customization Limitations: Our support is tailored towards addressing technical issues and ensuring optimal functionality.
• JavaScript Plugin Compatibility: While we strive for compatibility, it's important to understand that we cannot guarantee seamless integration with every JavaScript plugin available. We recommend checking our documentation for supported plugins.
• Theme Customization Service: If you require theme customization beyond our support scope, we offer a dedicated service for this purpose. Kindly refer to the banner below for more details.

Item Support Guidelines :

For a comprehensive understanding of the support policy, kindly refer to our dedicated page on item support policies: https://bbs.xieniao.com/page/item_support_policy. This page provides detailed insights into the assistance you can anticipate from the vendors who offer support for their products.

Pre-Ticket Submission Checklist:

Before you initiate a support ticket, kindly ensure the following:

1. Up-to-date Theme Version: Confirm that you are using the latest version of the theme to minimize compatibility issues.
2. Thorough Documentation Review: Take the time to thoroughly peruse the theme's documentation. Additionally, explore any existing public support tickets that might address the same query you have.
3. Exploratory Resources: We recommend watching any available theme introduction, folder structure, or customization videos. Often, these resources contain answers to common questions.

Submitting Your Support Ticket :

When submitting a support ticket, please adhere to the following guidelines:

Specific Details: Provide as much detail as possible in your new ticket. This greatly aids us in identifying the root cause of your issue. Feel free to include your website link, screenshots of error messages, relevant code snippets, or any combination thereof.

Post-Ticket Submission Procedures :

After you've submitted your support ticket, here's what you can anticipate:

Response Time: Typically, we endeavor to respond within 12-24 business hours. Priority is given to older tickets, so please avoid responding to your ticket until our team has addressed your initial query. Premature responses may inadvertently delay our reply.

Support Expiry: What's Next?

Should your support period expire, please be aware of the following steps:

Ticket Creation Restriction: Expired support packs disallow the creation of new tickets. If you require further assistance, you have the option to extend your support by visiting the item page. Find the support extension option on the right side.

Customization Services Available:

If you seek theme customization beyond our support scope: Kindly note that customization tasks are outside the purview of our support. However, a trusted partner of ours can assist you in these endeavors. For further details, explore: https://docs.google.com/forms/d/e/1FAIpQLSfiP9bDHzIQdQoMXFrYvJx00wyFzSu_cqBWP0N0uUHpqjrbzQ/viewform