An introduction to support on Envato Market
- Envato staff look over every item before it can be sold on Envato Market.
- Technical items contain help files to introduce you to the item and its components.
- Authors can choose to support their items but this is optional and may vary.
Author support for this item
The author of this item, keenthemes, will respond to buyers’ questions and provide limited support through their own support system.
Additional information from keenthemes:
Support for our items includes:
- Presale questions
- General theme questions
- Responding to questions or problems regarding the item and its features
- Fixing bugs and reported issues
- Providing updates to ensure compatibility with new software versions
Our support does not include:
- Paid and free customization, installation and development services
- Support for third party software and plug-ins
- Server side implementation(php, java, .net, pythin, ruby, etc)
Frequently Asked Questions
The Official Support Policy
The Official Support Policy Our support mainly covers pre-sale questions, basic theme questions and bug reports through our support site http://keenthemes.com/forums/. 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’s 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 requests, but we tend to advise and show direction on customization requests that customers ask. Also server side implementation(php, .net, java, login, database connection, etc) is not covered by our support since Metronic is an HTML theme and its not fully functional admin panel or application.
Conquer theme covers 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 definetely 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 24-48 hours but normally we tend to settle the questions as earlier as possible(even earlier than 24 hours).
Regular License Info
Regular license can be used for end products that do not charge users for access or service(access is free and there will be no monthly subscription fee).
Single regular license can be used for single end product and end product can be used by you or your client. If you want to sell end product to multiple clients then you will need to purchase separate license for each client. The same rule applies if you want to use the same end product on multiple domains(unique setup).
For more info on Themeforest licenses you can check http://themeforest.net/licenses/standard
Extended license Info
Extended license can be used for end products(web service or SAAS) that charges users for access or service(e.g: monthly subscription fee).
Single extended license can be used for single end product and end product can be used by you or your client. If you want to sell end product to multiple clients then you will need to purchase separate extended license for each client. The same rule applies if you want to use the same end product on multiple domains(unique setup).
For more info on Themeforest’s licenses you can check http://themeforest.net/licenses/terms/extended
When to contact Help Team
Authors are experts on their own items, but if you're having trouble using Envato Market you should come straight to Help Team.