Support Policy

Support Channels

ChurchThemes only provides theme related support via our secure support ticket system. We cannot provide support via phone, e-mail or social media.

Support Hours

Our general support hours are Monday through Friday, 09:00 to 17:00 CDT. We can generally provide feedback on any support query within 24 hours, however, if ticket volume is very high this could extend to a maximum of 7 days as all tickets are responded to in the order they are received. We observe all major U.S. holidays, and as a result, support may not be as readily available on these dates.

Extent of our support

We only cover support for our themes, and can’t give general WordPress support that isn’t related to our themes. For general WordPress support you will have to use http://www.wordpress.org/support

We understand that there is a fine line between what is considered support & modifications. So whilst we will try help you with any type of query (support or modification), we can’t provide extensive help in terms of modifications. Technical support will thus take priority over modification support.

Definition of modification support

If you are requesting modification help, which only requires us to publish a couple lines of code and does not require changing template files, we will be glad to assist you. If however your query requires more than that amount of code to be published or modifications to the template files (which would result in creating a Child Theme), we can only provide guidance and you would then need to hire a WordPress professional if you don’t have the skills to implement it yourself.

Bug Fixing

It is our commitment to fix all theme bugs as quickly as possible after they are brought to our attention. We will also try provide a solution via the Knowledge Base for smaller bug fixes or common problems, after which we will update the core theme package. Improvements, suggestions for new features or situations where there is a misunderstanding of intended functionality are not considered bugs.