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).