Service

 

OUR APOLLO THEMES SUPPORT POLICY HAS BEEN UPDATED EFFECTIVE OCTOBER 14, 2014

This policy defines the support life cycle 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 Shopify Template as defined in the following table :

Support type	Query Type	Description
Full Support	1. Demo site display	Your site does not look like our demo site. No problem, provide us your site details and we will help you.
	2. Installing theme	You are newbie in Shopify field. You do not know install theme. Please, provide us your site details and we will help you.
	3. 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	1. New feature request	As long as the feature will add value to the product and is requested by others too, we will add theme.
	2. 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.
	3. Old Version	We recommend using the latest versions of products in your site but we also understand that it's 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	1. 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.
	2. Server and Hosting	We can only help to point out issues, beyond that its between you and your hosting provider.

 

 

FAQS

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.