Okay

Before submitting the ticket.

1. Make sure that you are running the latest version of theme.  How to check theme version > https://iqitcommerce.ticksy.com/article/10034
2. Make sure that you deeply checked theme's instruction and try to search for public tickets and articles in case of someone else asked the same question before. 

Submitting the ticket.

1. Try to be descriptive as much as possible, attach some screenshots if needed
2. Provide information about Prestashop and theme version
3. In many cases there are needed access data for backoffice and ftp. To speed up entire process your can send them already.

Response time.

We are trying to to reply as soon as possible. Sometimes it may moments but we preserve 72h for response. We do not provide support during weekends. If you not received reply after 72h please send us friendly reminder.

My support has expired. What next?

According to envato policy term We are obligated to provide support only to customer with valid support package: https://themeforest.net/page/item_support_policy

When your support pack has expired, you won't be able to create new tickets anymore. You can purchase support extension in item page on themeforest. 

Customization services

They are not covered by support. If you need any customization you can create ticket or ask by form
https://themeforest.net/user/iqit-commerce to receive quote

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