All of our items come with 6 months of included support and free lifetime updates for your theme. Once the 6 months of included support is up, you have the opportunity to extend support coverage up to 6 or 12 months further. If you choose to not extend your support, you will still be able to submit bug reports via email or item comments and still have access to our online documentation knowledge base and video tutorials.
Envato clarifies item support here http://themeforest.net/page/item_support_policy
We have an advanced, secure ticket system to handle your requests. Support is limited to questions regarding the theme’s features or problems with the theme. We are not able to provide support for code customizations or third-party plugins. If you need help with anything other than minor customizations of your theme, we suggest enlisting the help of a developer.
Base on that:
Support for my items includes:
- We offer support for our customers Mon-Sat 8:00am-6:00pm (GMT + 7)
- We reply on all questions within 12-24 hours
- Responding to questions or problems regarding the item and its features.
- Fixing bugs and reported issues.
- Providing updates to ensure compatibility with new software versions.
- Item support does not include:
- Installation services.
- Support for third party software and plug-ins.
Due to different timezone, you may get very fast response when we are available; our timezone is: GMT+7