How do you handle unlimited sites license and support?
My customers for purchased themes often expect me to log in to their website to see the issue and because they usually don’t send screenshots or detailed explanation it is also easier for me to do that instead of talking.
So I was wondering how to handle this kind of support on unlimited sites?
Not have any bugs 
Is a tricky one and it must be dealt based on the acutal bug or issue that the client has…
One way to solve it is to fix it on one site and if needs to be fixed on the other sites and the client can do it record a video to show how is done if not you will have to fix things…
90% of “bugs” are problems on customer website like theme not updated or plugin or third party plugins compatibility or cache or they just don’t know how to do something. Theme bugs are rare and fixed with theme update, not related to customer website.
I’m talking about situations of grey zone between support and help outside of it and how to handle. I don’t talk about customization that is definitely not part of support.
There must be a practice that I’m not familiar with and I don’t think it is fixing unlimited client sites.
Maybe someone else can help. I only have one theme, so I don’t have much experience on this side of things, and I will never go through the hell of creating a new one again — at least not for Envato. That was a traumatizing experience!
I learned this the hard way, as back in the golden era of Envato, I was answering support questions 10 hours a day, I was thinking that I will die answering support tickets and fixing customer issues…
But I understood that unlimited sites licenses should not mean unlimited hands-on troubleshooting.
If the issue is clearly a product bug, of course I fix it. If the issue is coming from my part, I have to handle it.
But if the issue is coming from something like “my hosting/cache/plugin stack/custom setup broke something”, that becomes consulting very fast and that can eat your entire week if you let it. Especially at scale…
What worked better for me was setting clear boundaries for customers:
Anything else, is not support…
Still, it is pretty hard to filter things out which are “not support”, I don’t say it is easy, but our mental health needs to come first.