APOLLO THEME SUPPORT POLICY

Our Apollo themes support policy has been updated effective October 14, 2014

This policy defines the support lifecycle for Apollo Themes. If you are currently enrolled in support , you can contact Apollo via email apollotheme@gmail.com or chat online.

Apollo provides support for the PrestaShop & Shopify Template as defined in the following table :

Support type	Query Type	Description
Full Support	Demo site display	Your site does not look like our demo site. No problem, provide us your site details and we will help you.
	Installing theme	You are new baby in PrestaShop & WordPress field. You do not know install theme. Please, provide us your site details and we will help you.
	Bugs	We hate bugs and act swiftly to crush theme. Provide us steps to replicate the bug and let us do the rest.
Limited Support	New feature request	As long as the feature will add value to the product and is requested by others too, we will add theme.
	Customization	Limited customization support is available only for developers. For regular members minor customization requests may be fulfilled depending upon the workload and staff discretion.
	Old Version	We recommend using the latest versions of products in your site but we also understand that its not possible every time. If provided with full details, screenshots and temporary login details, we can have a look and try to help.
No Support	Adding module positions or layout changes	As long as it does not fall under major customization expect good support. Please note, sometimes the template concept can be restrictive.
No Support	Server and Hosting	We can only help to point out issues, beyond that its between you and your hosting provider.

FQAs

Forum or ticket system

We encourage you to use forum for asking questions, by this way, we can share our knowledge and experience to others . Besides, we have ticket system which is primarily for developers and for requesting sales queries. But obviously, if we answer questions via email , we will not answer them on forum.

Support Timing

Support is available from Monday to Friday, 8.30 AM to 5.30 PM . ApolloTheme will not support in public holiday. All information about public holiday, we will notify at Apollo’s facebook and our forum.

Support Domain limitations

By purchasing Single Template you can only get accessing to one template but you can have unlimited domain support. Meanwhile, “Club Membership” are allowed to download all current template packages but support is limited to the number of domains allowed by membership plan.

Support Scope

Our support scope is limited to help users to get demo site alike display, bug fixes and guidance limited to the concept of template. Moreover, ApolloTheme will support to install theme when you pay developer package.

Delayed Support

Everyday, we receive lots of support tickets from other resources so the delay in support is inevitable. If beyond 24 hrs you do not receive our reply, you can escalate the issue for intervention with any of the following ways :

1. Send email again to apollotheme@gmail.com

2. Fill in help desk support

3. Provide ticket ID and your problem via Chat ( right bottom)

4. Ping us on facebook.

Paid Support

Customization requests beyond the scope of support is available using our custom work services. You can send your request to apollotheme.com, we will notify the cost to you.

October 14, 2014 PrestaShop Shopify News & Updates News & Updates

About the author

Apollo Theme is the most modern provider of Shopify Template. With 9 years experience, we bring many modern and perfect themes to everyone. With the aim of providing high-quality products for customers, our talented team always tries to work hard and catch up the new trend of technology and design to give you more valued template with a unique combination of new ideas, flexible architecture and easy-to-use product. We are really appreciated it and hope that you enjoy it! Apollo Template want bring the highest customer satisfaction, we have professional supporting team to assist all our buyer. All support will be conducted through our support ticket "https://apollotheme.com/ticket/", send your problems to our email: "apollotheme@gmail.com" or at our facebook with name “Apollo Theme”. We usually get back to you within 24hours. (except holiday seasons which might take longer).