Support Policy

All the fine prints that you need to know

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Getting Theme Support

ColorLabs only provides theme-related support via the Resolution Center. We may request that you provide your website account details when needed, in which case it will only be done through this system to ensure maximum security. The Resolution Center pipes all support tickets directly to our support agents and enables exchange of account details and template files.

We do not provide support by any other means (e.g Facebook, Twitter or public forum). As we are committed to providing a high-level customer satisfaction, we closely monitor the Discussion Forum, where you and other members can share experience using our products. We will forward any technical issues raised in there to the Resolution Center.

We’re so glad to release several free WordPress themes to support your online business, personal blogging and other online activities. If you need us to give technical support for those themes, you have to be registered as our premium user by purchasing one of our premium WordPress themes.

We discourage you from posting support questions on our blog as our service is strictly for members. If you are not yet a member and interested in becoming one, you can submit your pre-sales inquires.

Support Hours

Our support agents are online from Monday to Friday, 08:00 to 17:00 (GMT+7) and our office is closed on public holidays. We generally provide feedback on technical issues within 24 hours. We are also committed to answering all other inquiries within 48 hours.

Definition of Support Service

Our service includes product installation and configuration, which cover everything required to make sure that all product features are working as advertised.

We are happy to assist you on customizing our products (e.g changing colors or making a minor layout change). However, we can’t provide help on extensive modification as our support agents have to prioritize technical inquiries over modification requests.

We provide a paid customization service where assistance will be provided thoroughly for any modification request.

Definition of Extensive Modification

As a general rule, extensive modification involves alteration of tens of lines of code in the template files. This is beyond the extent of our support service. Alteration of a few lines of code will be considered minor and we are glad to provide help on that.

If you think that you don’t have the skills to implement any change, be it minor or extensive, we highly recommend our paid customization service. Our rates are very competitive and we work efficiently. If you want to request a customization service, please click here to get a quote.