Support Policy

Themedost provides free one-to-one email support to all customers. Use the contact form to submit support requests and we’ll aim to respond within 24 hours on weekdays. Please allow for longer response times over weekends.

How to submit a support request

When contacting support, include as much detail as possible so we can diagnose and resolve the issue quickly. Helpful items to include:

  • Theme name and version (example: Kendo, v1.0).
  • osTicket version you are running (example: osTicket 1.17).
  • A clear description of the problem and steps to reproduce it.
  • Screenshots, links, or screen recordings showing the issue.
  • Proof of purchase: purchase date and the email used for the purchase.

What’s covered (included)

Our support covers issues related to the client-facing (customer) side of osTicket — the files and styles we customize in the theme. This includes:

  • Layout issues on client pages (spacing, alignment, broken sections).
  • Styling and CSS problems affecting the client portal.
  • Client-side form behavior and validation issues.
  • Installation help for applying the theme to your site.
  • Problems that prevent the theme from functioning as shown in the live preview.

What’s not covered (exclusions)

Support does not include changes to core osTicket functionality or the admin/staff area. Other items not covered include:

  • Issues originating from core osTicket files or server environment problems.
  • Admin/staff dashboard styling or functionality (our themes only alter the client side).
  • Deep customizations or adding new features beyond the shipped theme.
  • Problems caused by custom edits you make to the theme files.
  • Compatibility issues introduced by 3rd-party scripts or plugins not included in the theme.

A few final notes

- Always back up your files and database before installing or modifying a theme.
- If your site has heavy customizations, please mention them in your request — that helps us identify whether the issue is theme-related or caused by custom code.
- For urgent or large custom projects (theme redesigns, new features), we can discuss paid custom work — contact us via the form and include “Custom Theme Work” in the subject.

Contact Support