Support Policy - Leotheme

Support Policy - Leotheme

By Dinh Nghia Tran In: Blog

support policies

Dear valued customers,

Leo team will inform NEW Support Policies since 2016.

 

Forum or ticket system

We encourage you to use forum for asking questions, by this way, we can share our knowledge and experience to others. Besides, we have a ticket system which is primarily for developers and for requesting sales queries. But obviously, if we answer questions via email, we will not answer them on the forum.

Support Timing

Support is available from Monday to Friday, 8.30 AM to 5.30 PM. Leotheme will not support in public holiday. All information about public holiday, we will notify at  Leotheme’s facebook and our forum.

Support Domain limitations

By purchasing Single Template you can only get accessing to one template but you can have unlimited domain support.  Meanwhile, "Club Membership" are allowed to download all current template packages but support is limited to the number of domains allowed by membership plan.

Support Scope

Our support scope is limited to help users to get demo site alike display, bug fixes and guidance limited to the concept of a template. Moreover, Leo theme will support to install theme when you pay the developer package.

Delayed Support

Every day, we receive lots of support tickets from other resources so the delay in support is inevitable. If beyond 24 hrs you do not receive our reply, you can escalate the issue for intervention with any of the following ways: 1. Send email again to This email address is being protected from spambots. You need JavaScript enabled to view it., 2. Fill in help desk support,3. Provide ticket ID and your problem via Chat ( right bottom), 4. Ping us on facebook

 Paid Support

Customization requests beyond the scope of support are available using our custom work services. You can send your request to leotheme.com, we will notify the cost to you.

About changes in the version of Prestashop constantly updated is not strange with us, it seems not to be a problem. However, it directly affects to shop owners as our customer. When they updated into a new version, the changes may cause some bugs and errors for their online stores. Obviously, we will find out these errors and how to fix it for FREE our customer. That policy created our reputation. When using a template, the customer can modify or add more function in their store, it also affects store when it is installed into the new version. Thus, our developer faced with so many problems when trying to fix their problems and need more time to finish. Support Package is created to improve Supporting Quality to our customer. We try to answer all email within 24 hours to provide our customer solution as soon as possible. Therefore we would like to inform to our valued customer new program for Supporting Customer.

-  Customer buys a single theme with 2 options Personal Version and Developer Version:

We will support FREE for 6 months. After that customer need to buy Support Packages with 2 options:

+) 3 month package: $30

+) 6 month package: $50

Customer can buy our packages HERE!

-  Customer buy membership with 3 packages will NOT be changed 

+) Starter Membership 4 months

+) Standard Membership 12 months

+) Developer Membership 12 months

NOTE:

-  With Customer Buy Full option package included Theme and Support Package, it will save to you $30.

-  With FREE theme, we will not support free. If a customer needs to support, they should buy our packages immediately.

 

Hopefully, customer always support and follow us!

 

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Dinh Nghia Tran

Recent Comments

Consuelo Carrillo , 14 Sep, 2015 #

That's great!

FanLeo , 23 Sep, 2011 #

Wow, Great Design! I will buy it rightnow :)

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