Hey ! We're here to help!
If you have any issues at all, at any time, with your hosting, themes or any other purchases, you can raise support requests here. Turnaround times depend on the type of ticket being raised, with priority being given to site downtime and customers paying for priority support.
The normal turnaround times are below:
Hosting issues: 24 hours
Theme installation & Setup: 3 working days
Bugs in existing themes: 1 working day
Other: 3 working days