Your site does not look like our demo site? No problem, provide us your site details and we will help you. Temporary login info if provided makes this task a breeze. Login info can be submitted even in our forums in the hidden fields (mods eyes only).
We hate bugs and act swiftly to crush them. Provide us steps to replicate the bug and let us do the rest.
As long as the feature will add value to the product and is requested by others too, we will add them.
Limited customization support is available only for developers. For regular members minor customization requests may be fulfilled depending upon the workload and staff discretion.
Lets face it, while we do test our templates with popular extensions at random but its not possible to cover all of them. So, our take on this is very clear : if it works in Joomla default templates but not in our templates, we will try our best to fix it, provided the 3rd party extension developer is using standard unmodified dependent libraries.
We recommend using the latest versions of products in your site but we also understand that its not possible everytime. If provided with full details, screenshots and temporary login details, we can have a look and try to help.
As long as it does not fall under customization expect good support. Please note, sometimes the template concept can be restrictive, for example : we cant help to add module position in JA Smashboard which is horizontal scrolling as it may break responsive layouts.
We hate it. We can not provide efficient support if you post single line poorly formatted questions without detailed description of the issue faced. You will only get blunt wild guesses as replies, not to mention the prolonged resolution time. Help us to help you.
We can only help to point out issues, beyond that its between you and your hosting provider.