Thank you for purchasing from Vidal Themes, it's very much appreciated. As you are reading this article it looks like you have run into a spot of bother, or need some clarification on something. Below you will find a few handy pointers that will help us to help you:
- Please be as specific as possible, let us know what you were doing and where, when you run into the issue you are having.
- Where possible please supply a link to your site, it's much easier for us to diagnose something if we can see it from the outset. If it's not possible to send us a link to your site, please send us a screenshot or two.
- Where possible please let us know the following details (Do not worry if you do not know them, it's not essential but may help us to diagnose a little quicker)
- The version of Concrete5 you are using.
- The version of PHP your server is running.
- The version of the theme you are running.
- A list of any other add-on's you are using on the same site.
We love to help our customers when they are in a bind, but, there are some limits to the help we can provide, please see the list below to see if you can get support from us.
Things we CAN help with...
- Bugs - If something is broken or does not work as it does on the demo site, we can help with that.
- Bugs in packaged blocks - If your theme has blocks packaged with it made by Vidal Themes, and you find a bug, we can help with that.
- Clarification of the docs - Found something in the docs that do not make sense to you? we can help with that
Things we CANNOT help with...
- Your own code - If you add your own code and something breaks, it is down to you to fix it, please make sure you know what you are doing before adding/altering code.
- Other developers add-on's - We can only help with Themes and Add-on's that we have produced, if you are experiencing an issue with a 3rd party add-on/theme please contact the appropriate developer for help.
- Using ConcreteCMS - If you need some help or pointers getting to know how to use ConcreteCMS, the best place for that is the docs https://documentation.concretecms.org/user-guide or the community forums https://forums.concretecms.org/
- Web server and domain name - We cannot provide support for your hosting environment, the best people to contact regarding your installed version of PHP, your web server and/or domain name will be the companies who provided those items.
Support is provided during the following times:
9:00 AM (GMT) to 17:00 PM (GMT) Monday to Friday.
Support requests received outside of these times will be answered the following working day. We may answer support requests outside of these times at our discretion.