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.
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.
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.