Support Policy - Leotheme

Dear valued customers,

Leo team will inform NEW Support Policies since 2016.

Forum or ticket system

We encourage you to use a forum for asking questions, in this way, we can share our knowledge and experience with others. Besides, we have a 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 the forum.

Support Timing

Support is available from Monday to Friday, from 8.30 AM to 5.00 PM (GTM+7). Leotheme will not support in public holiday. All information about the public holiday, we will notify Leotheme’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" is 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 sites alike display, bug fixes and guidance limited to the concept of a template. Moreover, Leotheme will support to install theme when you pay the developer package.

Delayed Support

Every day, 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 This email address is being protected from spambots. You need JavaScript enabled to view it., 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 are available using our custom work services. You can send your request to leotheme.com, we will notify the cost to you.

About changes in the version of Prestashop constantly updated is not strange with us, it seems not to be a problem. However, it directly affects to shop owners as our customer. When they updated into a new version, the changes may cause some bugs and errors for their online stores. Obviously, we will find out these errors and how to fix them for FREE our customers. That policy created our reputation. When using a template, the customer can modify or add more functions in their store, it also affects the store when it is installed into the new version. Thus, our developer faced with so many problems when trying to fix their problems and need more time to finish. Support Package is created to improve Supporting Quality to our customers. We try to answer all email within 24 hours to provide our customer solution as soon as possible. Therefore we would like to inform our valued customer new program for Supporting Customer.

What is the Support Package?

Support Package includes two services:

Unlimited after-sales support during the period covered by the option, access to all updates for the product during the period.

Support Package is available at a discount when purchasing this product, but, if you miss out, you can also buy it via your customer account later. It is valid for up to one year following the date of purchase of your product. The earlier you buy it, the longer you can enjoy it!

What does it include?

The following are included in Support Package:

- questions about using the module/theme;

- solving technical problems related to the module/theme;

- access to all module/theme updates.

The following services are not included in Option Zen:

- customization and special development;

- installing and updating the module/theme;

- solving problems concerning third-party services, hosting, the server, or the PrestaShop software.

-  Customer buys a single theme with 2 options Personal Version and Developer Version:

We will support FREE for 6 months. After that the customer needs to buy Support Packages with 2 options:

+) 3 month package: $30

+) 6 month package: $50

Customers can buy our packages HERE!

-  Customer buy a membership with 3 packages will NOT be changed 

+) Starter Membership 4 months

+) Standard Membership 12 months

+) Developer Membership 12 months

NOTE:

-  With Customer Buy Full option package included Theme and Support Package, it will save you $30.

-  With the FREE theme, we will not support free. If a customer needs to support, they should buy our packages immediately.

Hopefully, the customer always support and follow us!