ThemeSnap Support

ThemeSnap.com Customer Service Panel

Our Drupal Customization & Support Rates

Support Package #1: 3 Hour Minimum = $85/hr
Support Package #2: 4 to 10 Hours = $75/hr
Support Package #3: 11+ Hours = $65/hr

Submit a Paid Support Ticket

Support Channels

We do not provide phone support unless agreed to prior to beginning a project. Most communication can be handled here through our ticket system.

Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required.

Support Hours

Our general support hours are Monday to Friday, 9am to 5pm EST. During this time, we can generally provide feedback on any support queries within 48 hours, whilst we will also commit to answer any queries outside of these hours within 72 hours.

Payment Terms

For most projects and customizations we will ask for 50% up front and the remaining half upon completion of the project. Our method of payment is Paypal, unless agreed otherwise before starting the project.

Support Terms

We understand that there is a fine line between what is considered "required" theme support versus theme modifications and free customization support. So, while we will try, as time permits, to help you with any type of query (support or modification), we cannot provide much help in terms of free theme modifications or free general Drupal support. There is plenty of Drupal supporting documentation on Drupal.org and other sites if you perform a search for the Drupal configurations or enhancements you need completed.

Technical support for bugs in our themes or theme installation issues will take priority over any modification support -- and we may not be able to provide free advise or help depending on our ticket queue.

You can install other modules but please be aware that we do not support any modules outside of the ones used in the themes we sell. For those particular modules we only support the installation and initial configurations made to the themes as it relates to setting up the website. If you install other modules and something breaks, doesn't look quite right, or causes other issues, we cannot support those third-party module issues.

Bug Fixes

It is our commitment to fix all theme bugs as quickly as possible after they are brought to our attention. During our general support hours, we can generally fix most common bugs within 24 – 72 hours.