How to receive support?

Up ’til now, we provide support via a chat box service called Intercom. Unlike forum support or email support, Intercom

To request a new support request, please click here.

 

Read the documentation first

We have the Online Documentation site to collect detailed information about theme usage. The Online Documentation also collect most frequently asked technical issues that Nitro users occur while using the theme.

Therefore, before submitting a support request, please check the Online Documentation site. This helps you be more active in finding the solution anytime.

 

Item support period

By default, every Nitro item, whether regular or extended license, is included 6-month support and free lifetime updates for your theme.

After 6-month support, you have to purchase a new 6-month or 12-month support package to continue receiving support from us.

If you don’t renew extended support, you still can access our online and offline documentation, as well as support product improvement requests.

 

Our staff members can

  • Do bug fixings
  • Support theme usage

 

Our staff members cannot

  • Provide support in another environment out of Intercom
  • Provide their IP Addresses, under any circumstances
  • Provide their personal information, such as full name, locations, social accounts, etc.
  • Provide any guarantees when providing support
  • Set a specific time to support and use screen sharing applications

 

Item Support Exclusions

We cannot provide support for:

 

Item Support Schedule

We try our best to provide fastest and highest quality for customer support. However, this is not always possible due to time zone differences. Response time can vary from time to time and can be up to 06 hours from Monday to Friday and up to 24 hours for Sat and Sun.

 

For Customers

To receive the best support quality, please follow some rules:

  • Use polite language when communicating for support request
  • Describe your problems as detailed as possible (screenshots are highly recommended)
  • In some cases, leave your site URL with temporary admin account
  • If you don’t hear our responses in few minutes, or have to go offline, leave your email address so that we can contact you back easily