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Theme support can be available by phone, email, video tutorial, instruction manuals, forums, etc. The theme developer’s workload, sales, and sale price will determine what level of support is offered.
I try an answer all presales questions, but can only do so via email. I do not have the bandwidth to respond via phone. We also provide instructions for set up in our online forum as well as answer questions from users. We do not provide video tutorials, because well, I hate to watch videos. If you are a brand new WordPress user and you really need videos, then you should consider this and you buying decision.
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Another point to note is that some developers offer no support. Themeforest.net sells themes by some coders who have day jobs and they simply don’t have the time to provide forum support. Not only should you pay attention to the availability of forum support, you should also look to see if the forum is answered promptly. In my mind a day is prompt, but a week or month is not. StudioPress won my heart with their forum support. Not only do they answer forum questions, they have WordPress experts like Ron and Andrea on staff to do so.
If you are a brand new to WordPress and expect you’ll need a lot of hand holding, make sure you select a theme developer that offers lots and lots of support features.