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Forum Guidelines

The scope of our theme support

Your subscription comes with premium support, through this forum. This topic is to clarify what is included in this support, and what would be expected to be handed off to someone of a services nature.

What is included in our premium support?
  • Handling of bugs
  • Usage of features, theme or plugin options not made clear in tutorials
  • General WordPress support, but not teaching WordPress to beginners
  • Simple customization tips and hints for making one's site their own
When does this cross the line into "paid support?"
  • When the customization intrinsically changes the layout or function of the theme or plugin.
  • Adding a new function that is not standard and was not included in the theme or plugin
  • Changing a graphic.
  • Support that consumes an unreasonable amount of time based on the purchase price. Everyone has some idea of what is fair, and that should be a baseline barometer.
  • After instructions are ignored from previous posts and correspondence.
Guidelines, do's and dont's
  • When posting a support request to the forum, ALWAYS include a link to your site, a clear description of the issue, and add as much relevant information you have. Failure to do so will most likely delay and frustrate the support process, with several posts going back and forth trying to retrieve such information.
  • Please do not send the moderators a private message or e-mail asking for support – that is why this forum exists. Support requests via PM or e-mail will be ignored, unless a moderator has explicitly requested you to provide information through PM or e-mail.
  • Post your support requests in the appropriate theme or plugin sub-forum. Do NOT post support requests in the public forum. These will be ignored.
  • Do not post several questions in one post. Please follow our "one question, one thread" policy.
  • Do not post the same question more than once.
  • Do make the post title informative and relevant to the subject matter. Avoid generalized titles such as "Please help", "I have some questions..", etc, which do not help other users find answers to their problems. Rest assured that use of LOTS OF CAPITALS!!!!!????, exclamation and question marks does not speed up the support process.
  • Please be considerate to one another, and also to the moderators. This is our way of providing support to those who are using iThemes, PluginBuddy and WebDesign.com products, and we're happy to do it. However, please understand that our schedule is quite busy, and we will do our best to answer the support questions as quickly as we can.
  • Remember that this is a support forum, and that we are here to help you diagnose things that may be wrong with your site, or if there are any bugs in the code. If you ask questions about customization, be aware that we might suggest you hire someone to help you. We'll do our best to answer those questions that don't require major modification and testing, but our priority lies with people having immediate issues with the themes or plugins.
  • Spamming is not allowed, and anything that resembles it will result in automatic deletion of your account and banning from the forum.
  • Please refrain from using derogatory or vulgar language – this is designed to be a friendly resource for our community, and not a place where people are insulted.