Visit the Solostream Member’s Area
We appreciate every customer who purchases a product from Solostream. We thank each one of you who has given us a chance to earn your business. To provide the best possible experience using our products, we ask you to recognize that support for your theme requires a two-way commitment.
- We are committed to ensuring that you receive quality working products and commit to standing behind all elements of our Support Policy.
- You must be committed to first reviewing the support documentation and tutorials associated with the theme and, if necessary, follow our process for creating a support request in the Solostream Member’s Area. This will ensure the best and fastest response to your request.
How to Get Support
Support Schedule – When We Are Available
The Solostream Support Forum will be checked at least twice a day on weekdays, Monday through Friday, between the hours of 8:00 a.m. EST and 5 p.m. EST, and will be replied to in the order received. On occasion, support may be provided after hours or on weekends, but please do not expect a quick response as our employees and volunteers may not check the forum during those times or days.
Step One
Review the information available on your theme’s demo site because these will answer many of your initial questions about working with your Solostream theme.
For Initial Setup Questions – If you are setting up your theme for the first time, go to the theme’s demo site to view complete setup instructions and tutorials. To get the link, simply visit the WordPress Themes Store, and click the link for your theme. You will see the “Demo Site” and “Install Guide” buttons in the top right-hand corner of the page.
Step Two
If your answer can’t be found in the provided documentation, please go to the Solostream Member’s Area and search for your question. If you can’t find your answer, go ahead and create a new topic in the appropriate board for the theme in the “Premium WordPress Themes” category.
Your First Question (and probably your next couple as well) – We have observed that customers repeatedly ask similar questions so we have prepared a
Top Theme Support Questions forum inside the Solostream Member’s Area that enables you to help yourself without waiting for someone to get back to you. Among others, we address:
- Changing Theme Colors and Fonts
- Header Logo
- Images in Posts that Don’t Appear As Thumbnails
- Using the Feature Slider
- Side Tabs Modifications
- Setting Up and Managing Placements of Ads
- Ordering and Excluding Pages and Categories from Navigation
- Footer Modifications
- The Dreaded “Broken” Theme (Usually Due to Incorrect Installation or Plugin Error)
Important Note – Support Not Available Through Email or Comments
We can not respond to any support questions left in the comments sections of any of our sites or via email. Due to the volume of support requests, it is too difficult and inefficient for us to keep up and manage support requests via comments. So please post in the forum to get a response from our technical team and volunteers.
Theme Support Policy
Solostream themes are sold as is. You can expect them to set up and work as you see on the demonstration site (this does not include the content) once the appropriate configurations have been made to the theme settings page. As part of your theme purchase, we include the following support commitment at no additional cost:
- Delivery of working theme files as set up on the respective theme demonstration site.
- Fixing of bugs that will be made available to all respective theme customers.
- Troubleshooting in case you need to restore the default configuration of your theme (this does not include any customizations that you might have implemented).
- Diagnosis of issues related to the specific plugins that Solostream has incorporated into the theme.
- Troubleshooting option selections made on the theme settings page.
- Access to support documentation.
- Free signup and unlimited access to our support forum.
- Best practice recommendations to get the most of your experience using Solostream themes and WordPress.
Very Important Notes Regarding Installation, Customizations, and Plugins
We do not offer free support for theme installation, customization, or WordPress administration.
Except for the plugins we include with a theme (they are listed on the theme installation instructions), we do not provide free support for third-party plugins that you are trying to use with one of our themes. The recommended first course of action is to deactivate all plugins that you are using and then turn them back on one by one to determine if there is a plugin conflict. Your next action should be to contact the plugin developer directly for support.
Any major customizations, such as adding an element from one of our other themes or changing a built-in function to use some other functionality, will be billable work. You should not expect free customization for any functionality not already provided in our themes.
Premium Support
We do offer Premium Support since many customers make change requests or encounter WordPress-related issues that are beyond their technical capabilities to troubleshoot or implement. We will quote these requests on an individual basis (hourly rates or project fees will apply).
Please note that you will never be charged for the resolution of any support that is determined to be caused by a bug with a Solostream theme.
Customer Feature Wishlist
We do our best every day to provide quality products that are professional and easy to use. We welcome your input into the process. We have created a Feature Requests forum and will do our best to review the ideas that are shared – and possibly incorporate them into future themes. There are no promises that we can build them into themes, but we think it is a great idea to share them with our community.
