When purchasing our themes, you will receive the free 6 months of support service for the questions and problems regarding the theme. Once the period of your support service is expired, you can extend support to 12 months. But no matter your support service of your product is over or not, you always receive free timelife updates for the theme.
We really care about customer support services and guarantee to response to all support topics within 24 hours on weekday (a bit longer over weekend) since you posted a ticket.
Regarding the problems with code customizations or 3rd party plugins, we are not able to provide free support service. We just can provide you customization service at a fee.
If you need any assistance related to the theme, kindly visit the support forum https://thimpress.com/forums/forum/hotelwp/