How to ask for support
Each time you open a ticket to ask for support remember to always include the URL of where you installed the Theme. (Example: http://www.mysite.com/)
Also would be best if you include a username and password for your WordPress Administration Panel and/or your FTP Server. You can add this info in Private Tickets and no one will see them, also in Public Tickets you can make private replays and your information will be safe.