Theme support is a service provided by Lone Star Templates. Having support for your purchased theme means that Lone Star Templates will be available to you, the buyer, to iron-out any potential issues you have in using the item. This page will tell you all about what you can expect from Lone Star Templates. Here’s a summary.
Managing buyer support requests can become quite a task. To maintain a sustainable business model we’ve set out what is and isn’t included in supported items from Lone Star Templates. This helps Lone Star Template authors spend more time doing what they do best — creating great new items and keeping their existing items up-to-date.
What’s included in theme support
A supported theme includes item support and free theme updates for the duration of the templates availability on the BigCommerce Theme Marketplace. This includes bug fixes and updates for all Lone Star Template themes. Lone Star Templates will provide the item support services we’ve set out on this page.
Response times by authors can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided. We strive to respond to all support request within 24 hours except during the weekends or holidays.
During the item support period the Lone Star Templates will be available to:
- Answer your specific questions about the features and functionality of the item
- Provide some guidance on the way the item is designed
- Help you with issues related to using the item and getting the most value out of its functionality.
You can report and discuss bugs and minor item defects with Lone Star Templates. If appropriate, Lone Star Templates may issue bug fixes directly to you as part of theme support. (If Lone Star Templates decides to address a bug fix through a general version update, that update will be available to all buyers. The buyers will be notified via email or through the BigCommerce control panel that a theme update is available.)
All Lone Star Templates will be periodically updated to ensure ongoing compatibility and to resolve any security vulnerabilities. If an item is purchased directly through lonestartemplates.com, the buyer may or may not be notified that a theme update is available. The buyer will contact [email protected] and request the latest version of the theme. Lone Star Templates will provide the latest version to the buyer free of charge.
What’s not included in theme support
Theme support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page.
Item support does not include help to install the item on your BigCommerce store.
It’s at Lone Star Templates sole descrition to:
- Answer questions about custom features and functionality added to the theme.
- Provide guidance or answer questions on the way the item is designed or coded.
- Help you with issues related to adding or supporting third party plugins or apps.
Lone Star Templates will not support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item.
If Customer customizes a Design Theme via any tool other than Theme Editor or with Style Editor, neither Lone Star Templates or BigCommerce are obligated to support that Design Theme. Please review the BigCommerce terms of service, section 12.2 for additional information on Lone Star Templates purchased through the BigCommerce Theme Marketplace.