No such thing!
Get replies to your tickets
and e-mail within
|Support with the theme purchase||VIP|
|Unlimited tickets and emails for one site||YES||YES|
|Updating WordPress the theme and bundled plugins||NO|| YES|
|Average ticket/email response time||24h|| 8h|
|Free * for the first 6 months||$49.00 / month * minimum 3 months|
• The service is only available for any of VamTam themes. We do not offer this service for third party themes.
• You need to purchase the theme license separately, this service doesn’t include the theme.
• Customizations are not included in this service.
• The service is for one domain only
• We can’t design your logo and other site elements. Design work isn’t included in this package
What do I get when I order the Premium Priority Support service?
VamTam provides theme related support via our Help Desk, knowledgebase & video tutorials. We may request you to e-mail us your login and ftp details when needed, in which case we will communicate via e-mail to protect your confidential details.
Our general support hours are Monday to Friday, 0 – 24h. During this time, we can generally provide feedback on any support queries within 6 – 8 hours, whilst we will also commit to answer any queries during weekends and holidays within 12-24 hours.
Extent of our support
We only cover support for our themes, and cannot give general WordPress or third party plugins support that isn’t related to our themes. For general WordPress support you will have to use 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 cannot provide extensive help in terms of modifications.
We will update your theme and bundled plugins safely but in case you have third party plugins we can’t guarantee that any incompatibility issues with those plugins will be fixed.
What don’t I get when I order the Premium Priority Support?
You don’t get a theme licence
You don’t get hosting and domain.
If you need help finding a web host, we have some recommendations here:
You don’t get theme, plugins or WordPress installation.
If you need this service follow this link: Professional Theme Setup
This service doesn’t cover code modifications
Definition of modification support
If you are requesting modification help, which only requires us to publish a couple lines of code, we will be glad to assist you. If however your query requires more than that amount of code to be published, we can only provide guidance and you would then need to hire a developer if you don’t have the skills to implement it yourself.
We will take reasonable care to fix any incompatibility bugs related to third party plugins but we guarantee that the theme will work with any plugin out there.
What is the difference between the free 6 months support I get when I purchase the theme and the Premium Priority Support?
The average response time in the Premium Support is 8 hours, while in the free support is 24 hours. In short your tickets will be served with priority.
The Premium Priority Support plan covers theme and bundled plugins updates while the free doesn’t.
Will you support more than one site?
Yes. Please note that our support plans are just for the one website / one theme. You are welcome to sign up twice if you have two sites.
Do you do one off jobs? Or is it monthly plans only?
We have only monthly plans but if you need some help for a short period of time you can sign up for our one off week priority support plan.
I need a new site – can you help me?
Sorry, we don’t build new sites.
Do I have to commit to a contract on the monthly plans?
No. Our monthly service is billed using a recurring monthly subscription. There are no contracts to sign, setup fees or cancellation fees.
Can you help if my site has been hacked?
No, this is out of the scope of this service.
Do you offer a money back guarantee?
Yes. If you’re not 100% satisfied with our service in the first 7 days, we will refund your subscription. The one week plan doesn’t come with money back guarantee.
I want to sign up, but I have more questions…
Hosting Configuration Issues
In rare occasions the server configuration will have to be adjusted to make WordPress and the theme works. We may not be able to always fix issues arising from the hosting configuration and you will have to get in touch with your hosting company to resolve them.