Community Forums › Forums › Archived Forums › General Discussion › Need clarification on support options
- This topic has 12 replies, 6 voices, and was last updated 10 years, 4 months ago by Boblebad.
November 28, 2012 at 4:09 pm #2145GeoffreyMember
Earlier today I had a question about how to display custom post types instead of blog posts on the Minimum theme home page. So I went to GET HELP in My StudioPress and asked that question. I was told
"This would be a great question for the community. Please start a thread in the community forum."
I did this but I'm confused. On the Community forums home page it says "Official support for StudioPress themes is offered exclusively through the My StudioPress member area. Responses in this forum are not guaranteed."
Isn't Minimum considered a StudioPress theme? If so is it eligible for official support and not just the benevolent response of the good and just who happen upon it? Any clarification would be greatly appreciated. Thanks!November 28, 2012 at 4:20 pm #2146
This is a great question. The support desk covers theme support which includes usage and technical issues. Changing the way the theme looks and works is customization. We would love to write custom code for everyone (and do write quite a bit) but it would be prohibitively expensive to buy a theme if we did that in help desk. Instead we ask that all customization requests come to the community forums. Then the community can help out and benefit from the answer. This allows us to keep costs much more reasonable.
If we had unlimited 1-1 customization we would have to charge thousands of dollars per theme to afford that, but then users would want to get more for that money so we would have to limit themes to one off use, which basically means we are a custom theme shop, which is a great thing to be, just not what StudioPress is.
I hope this distinction makes sense. It is the same basic model that we have used for years, but with usage and technical support moved to more of a priority model so those issues aren't missed.November 28, 2012 at 4:26 pm #2150GeoffreyMember
Got it. Thanks!November 28, 2012 at 8:50 pm #2207apt513Member
So there is no more studiopress support/help for customization?
I have very, very few technical issues, so the removal of customization support is a huge loss for my company and our purchase of the all pro pack.November 28, 2012 at 9:27 pm #2209
Please read what I said. Customization is handled the same as it always has been. In the forums. The change is that we have added another level of support for usage and technical issues so those issues are not lost in the forum.November 29, 2012 at 3:19 am #2237BoblebadParticipant
Just to be completely clear on this ..
What is usage, and what is technical issues ??November 29, 2012 at 7:14 am #2249
If you are unsure on an issue contact us. We will help as much as we can, often going beyond the strict definitions, and if it is more than we can handle we'll ask you to post in the forums.
Usage basically answers the question "how do I ...?" like "I'm setting up the theme following the setup tutorials, but it doesn't seem to mention the widgets used in the Primary Sidebar. How to I setup the widget in the sidebar?"
Technical issues are generally about code issues and things being broken. Something like, "I installed the screen but now I have a white screen," or "I installed the theme and the menu is setup, but the drop down items aren't visible on the active page."
I hope this makes sense, and again, don't sweat the difference. We won't refuse help if you select the wrong option.November 29, 2012 at 7:54 am #2252
This is where I am confused also. I added three discussions that have not been responded to. It would be nice if someone responded that I either had to submit a support request or at least provide some sort of answer. I have three discussions - two are 1 week, 1 day old and the third is 6 days, 13 hours old. I wanted to just delete them rather than they sit there unanswered - unanswered doesn't look good at all.
Love coffee, chocolate and my Bella!November 29, 2012 at 9:52 am #2284SoZoMember
@anitac - if you are referring to posts in the forum there is no guarantee that they will be answered but deleting them guarantees that they won't be answered. Leaving them provides a chance that someone in the community will answer your questions. This is a community forum for the discussion of customization issues, for sharing approaches to customization, etc. whereas actual support is provided through the help desk.
John “Nicolas Flamel” Wright | SoZo’s design| John Wright PhotographyNovember 29, 2012 at 12:05 pm #2342
Okay so let me ask you this - I sent in a support ticket asking how to take the Title of my Post and overlay it over the Featured Image. I have a client who will only use Studiopress if I can get that to work. Is that a "technical support" question or is that a Community Question?
Love coffee, chocolate and my Bella!November 29, 2012 at 12:08 pm #2343SoZoMember
That is customization therefore you would post that in the "Design Tips & Tricks" forum.
General guideline: if the question regards setting up and installing a theme as it is presented in the demo, i.e. as it was designed to work, that is support and you submit a help desk ticket. If the question regards changing something about the theme's appearance or function then that is not support, it is customization.
John “Nicolas Flamel” Wright | SoZo’s design| John Wright PhotographyNovember 29, 2012 at 12:09 pm #2344
Ugggh, okay. I will post it in here now. Thank you.
Love coffee, chocolate and my Bella!November 29, 2012 at 12:33 pm #2355BoblebadParticipant
Thanks for clearing that up 🙂
Maybe it would be a good one to stick at the top of the forum for a while 🙂
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