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Support Policy

Headway Support

Headway Themes provides the theme and framework support via the community support forums, knowledge base and tutorials. We will also provide support via our email ticket system when we direct you to submit a ticket. This may happen those times when we feel more individual attention to your issue may be required. When we do direct you to our support ticket system, we may ask you for your login details. We would rather do this through our email ticket system than the forums to protect your confidential and secure details. We are also very active on twitter where you can certainly catch our attention.

Support Hours

Our general support hours are Monday to Friday from 8:00 am to 5:00 pm Central Standard Time. During this time, we can generally provide feedback on any support request within 12 to 24 hours. If we are online and able to provide you with support during the “off hours” we will certainly not ignore you.

Extent of the Headway support

We only cover support for the Headway Themes framework, add-ons and child themes. As for general WordPress support that is not related to Headway Themes products, we direct you to the WordPress support at http://wordpress.org/support

Here at Headway Themes we do understand there is not a bright line separation between what is considered support and modification. While we will try to help you with any type of question or request, (support modification), we can not provide extensive help in terms of modifications. Technical support will take priority over modification and/or customization support. We do however have a list of great designers and developers who can help you with modification of Headway Themes and our Child Themes.

Definition of modification support

If your request for modification or customization help only requires us to publish a couple lines of code, we will be glad to assist you. If however you request requires more an that amount of code to be published, we can only provide guidance and you will then need to hire a developer if you don’t have the skins to implement it yourself.

Bug fixing

It is our commitment to fix all Headway Themes, child theme and add-on bugs as quickly as possible after they are brought to our attention. Not only will we do an update to Headway Themes to fix any bugs, we will also try to provide a solution via the forums for smaller bug fixes if that is possible.

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