I bought this theme. Great theme and lot of customization features. However, the support system is a disaster. There is no forum to get support, only emails, so you can't see if what you are asking has been asked by somebody else before and save time. That would be great for the support team also to have this in place so they could have tremendous amount of time.
We can't contact the support directly by email, we have to use the contact form on the theme page on theme forest... the main problem is that if you send more than one email with a different issue, all the emails get mixed up all together since the subject title is the same and it gets very confusing to read them.
The Facebook page is not official and not practical at all to show code and ask for help.
I use another theme called "Enfold" from Kriesi. The support is through a forum which make is so easy. Get an idea here : https://kriesi.at/support/
You can see what other have asked and find problems who has been solved before. The support is saving so much time and also the customers since we don't have to wait days to get an answer.
Your theme is incredible but your support system really need to improve. Are you looking to change it in the near future? That would really help the support team (they must be overloaded) as well as its users.