Support Terms of Use

There are various methods to contact Flothemes for support. The following article explains the terms of what is deemed support and what falls under installation/support add on type packages.

Read the documentation first

Many support queries and technical questions will already be answered in supporting documentation. We also make sure that all of the items have documentation included so always check the included information and if you can’t find the answer you’re looking for then consider submitting a ticket. You can find documentations for our themes here:

Whats included in Support

During the item support period,  we answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you documentation or a more details description if we feel the documentation isn’t working for you.

Support Includes:

  1. Answer to your specific questions about the features and functionality of the item
  2. Provide some guidance on the way the item is designed
  3. Help you with issues related to using the item and getting the most value out of its functionality
  4. Bug fixes and help with defects
  5. Explanation and help to achieve the demo output or questions on how to achieve a specific layout (using the products available options)
  6. Email issues – if using our built in contact forms, if using a third party plugin, contact us, however we may suggest speaking directly to the plugin provider or your hosting provider
  7. Up to 40 questions for free support. Additional requests will be charged.

Whats not included with Support

Theme/Item Set Up and Customization

Support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend getting in touch via ticket and one of our support staff will provide you with further details.

Technical Issues – Hosting

If your site is down or is not responding, contact your hosting provider for further details, we are not directly responsible for hosting related issues. If you’ve made an update to one of our themes and or plugins, and this causes an error with your site, please contact us directly via Zendesk. Again it may be useful to contact us on Facebook so that we can respond to the issue asap.

Technical Issues – Site Hacked

Firstly, please make a back up of your site, via FTP or using a back up plugin, see some on our recommended plugins list here. Please contact your hosting provider, or get in touch with services such as WordFence who deal specifically with these issues. There are many reasons why this could have happened, WordPress vulnerabilities, out of date plugins, incorrect

Technical Issues – Emails

Having issues with your Flothemes Contact form, let us know. However if using a third party plugin, it may be best to contact them for further details on the set up. Also please refer to our documentation on contact form issues, we have a pretty comprehensive guide on these issues here.

Technical Issues – Third Party Plugins

If using a third party plugin and there are issues, please contact the plugin provider. We are not responsible for third party plugin integration. We do our best to integrate plugins with our themes, and you can see a list of recommended plugins here. These should work with our themes as standard. If not, please notify us.

Styling of Visuals and Custom Fonts

We are not responsible for the styling of your site and/or adding of visuals and custom fonts. Adding custom fonts is very simple, and we’ve provided full documentation on how to do so for each theme. Documentation is also provided on how to set up each page template and the relevant options for this. Again if you feel documentation is lacking and need further assistance, please let us know.

Support Add Ons

We do offer additional support help, and have add on packages for these. This includes some small customizations to theme code (where we will generally set up a child theme). It may also include some more specific CSS options and snippets, however these are generally free. It could also include adding options that aren’t in the theme. The team will use these options at their discretion. If some of the requests do not fall in this package, a la carte pricing may be applied. This will be for options that are outside the advanced support add on package.

Feature Requests

We are always here to listen, and adding new features and improvements to themes is important to us.

If you have a feature request, please send us a quick message, and we’ll see if its something thats viable in our theme roadmaps.