The Official Support Policy
Our support primarily covers all pre and post-sales questions, basic product related questions, and bug reports. You can send in your requests to our support forum at devs.keenthemes.com. You can also follow us on Twitter to get the latest news and updates regarding our themes.
To be eligible to request 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 comments dashboard. For the email support, you must provide your license info for us to mark you as a “verified customer” in your email support system.
When you send a support request please do describe your issue in more detail. If you can provide a link to your developing site then this can help us to solve your issue 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, 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.
All 3rd party plugins used in the theme are provided as a bonus and we do not give any guarantee to their functionalities. Also, our support does not cover any 3rd party plugin customization or bur fixes that are not in our control.
Metronic 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 the responsibility of buyers.
Customers are always welcome to ask for feature requests and give suggestions that can improve our premium themes. All feature requests definitely will be considered and the new features will be released with upcoming releases.
Our support generally operates from 9 AM – 6 PM GMT+8 time from Monday – Friday. The support response time is 24-72 hours but normally we tend to settle the questions as earlier as possible(even earlier than 24 hours when possible).