# How long time get Support

### **1) Where to get support?**

If you are unable to find your answer here in our documentation, feel free to ask for help from our support team, all you have to do is submitting a ticket via :

#### *Email support:* <themelexus@gmail.com>.

#### *Ticket support:* <https://themelexus.ticksy.com/>&#x20;

***Facebook fanpage*** : <https://www.facebook.com/themelexus>

### **2)** **Support Policy**

{% hint style="info" %}
Our working time is 8.00 AM - 5.30 PM, Monday to Friday (GMT+7) . In some cases, the waiting time can be extended to **48 hours** . Support requests sent during weekends or public holidays will be processed on next Monday or the next working day.
{% endhint %}

{% hint style="info" %}
**Our Support System period is 6 months from the purchase date.** During those 6 months, our support team are available to provide the item support services for all of customer's issues.&#x20;
{% endhint %}

{% hint style="info" %}
**Direct Support System provided by us through post a ticket.** We do support all the features or problems that belong to our theme. We are not able to provide support for code customization or other third-party plugins. If you need any minor customize we suggest you to hire from WordPress developers.&#x20;
{% endhint %}

We're following Envato Support Policy, please click [here](http://themeforest.net/page/item_support_policy) for more information.&#x20;

**a) Before Submit a ticket.**

To speed up your request ticket, please check the following information before you post a ticket.&#x20;

* Make sure you are **running the latest version of Zoli theme** and the latest version of WordPress.
* &#x20;Always **check for update** information
* &#x20;Carefully read our **documentation** for the answer to your question.
* &#x20;In some cases, try to **disable any additional 3rd party plugins** to see if this fixes the issue.
* &#x20;Make sure you’ve **cleared all your caches**, browser and website.

#### **b) Extending and renewing**

For extend or renew an item’s support, you must have less than 6 months of the existing support period remaining and also the author must still be offering support for their item.

Please follow these steps to renew the support item:

* Log in to your account
* Move over your username and click on **"Downloads"** from the drop-down menu.
* The downloads section displays a list of all the items purchased using your account.
* Click on **"Renew support now"** or **"Extend now"** next to the item you wish to renew the item support for and that’s it.&#x20;

For more information, please click [here](https://help.market.envato.com/hc/en-us/articles/207886473-Extending-and-Renewing-Item-Support)&#x20;

#### c) Can’t extend or renew <a href="#c-cant-extend-or-renew" id="c-cant-extend-or-renew"></a>

There are two reasons *about this problem:*

* You have more than 6 months support remaining on your current support grantor
* The author has nominated to no longer support the item.


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