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kailoon Envato team says

I know most of the author here provide free support to buyers, for example minor tweaks, colors changing, theme setup, guide them how to modify etc (if you know more, please list down).

But, do you provide free support if the user have made major modification of your files. Let say after the modifications, the theme has problems in IE6 .

I am just curious :)

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CreatingDrew says

If it is a quick fix and they are courteous about it, assuming I had the time, I would give it a look. Otherwise, probably not.

It’s really your call :)

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kevinsturf says

I would say, if it was a drastic change to the template then charge them, if it’s just a minor tweak, then just help ‘em out.

I have this buyer of my template, he asked for a wordpress be implemented into template and how much it would charge, but I just told him money is not the factor because it’s a simple addition.

so I guess you can sort of base your decision upon that.

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Mastergreed says

If I would be so lucky to have time for such support… I’m doing updates to themes via tf item update, I’m explaining things via email, but I can not afford making bigger work for free.

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MDNW says

I say it’s the author’s choice… back when I had just one product here I provided full support within 12 hours on all minor tweaks, bugs, and customizations. I didn’t do the work for them unless it was a bug, but I was always prompt… now that I have several products in the store and about 15-20 inquiries a week, I usually just save a portion of time every weekend to respond. Everyone that makes an inquiry first gets a polite “please wait till I can answer” reply instantly, then a full and thoughtful response at the end of the week that often includes code and other instructions to help them out. I think it’s just good business to help out paying customers with minor stuff… especially if they’re nice about it.

Regarding bigger changes, custom content, and installations – no way dude. I charge my full freelance rate for all customizations that require the theme to be modified in any substantive way. In return for payment I can guarantee my code will meet the highest standards possible, but expecting authors to essentially offer their customization services for free is just silly. People asking for heavy re-design work like this usually are willing to pay for it… and I haven’t had anyone balk at the cost yet even though it’s often 100x the cost of the theme. Either they need the service and can afford to pay for custom work, or they can’t afford it and they move along :)

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MDNW says

Oh – forgot to mention it – but this is a great thread topic kailoon – I’m sure this topic has been brought up before but it’s always worth chatting about… if anything, it helps authors know what’s other authors are offering in terms of support.

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kailoon Envato team says

Guys, thanks for the respond :)

@ epicera : I think you are doing a good business :)

I personally give all support for free as long as I have the time. However, this came into my mind, I am not sure why. The author have make changes on the layout and design. The theme is having problem in IE.

Actually, my point is, I think we all should provide support for bugs fixing, minor tweak of original files and any minor help for the theme as long as the files are still original.

After you modify it, that means you have already modify the codes and some files. So, I need to spend sometimes to check what you’ve changed and also need to know every plugins you’re using. My biggest issue here is the time we spend on that support will be longer.

As you all know, time is very important for a freelancer ( even other industry or everyone). So, I might not be that aggressive to respond to this kind of request :)

Just my thought :P

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simnor says

I only give free support if there is a problem with the files or they are confused as to how to do something. Anything that means me changing the files for them (and is not a bug) is charged.

If they changed the files, then I’d charge if the bug wasn’t present in the original, its the same with clients, if they change something, you cant be expected to go and fix it for free.

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ThemeKioken says

I deliver limited support(if what they want to do is something I know about) to buyers in the tweaking process, but can not support if they break something meanwhile.

Assuming they know what they are doing, I mostly can not see or understand what happened before it crashed.

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