Support is available through the contact methods listed on the Support page. Target first-response time is one business day (Monday through Friday, excluding United States federal holidays). Response times are targets, not guarantees.

Thorium support covers: initial setup and first-boot issues, hardware diagnosis, BIOS/firmware guidance relevant to the system configuration, and coordination with Thorium warranty service. We will help you determine whether an issue is software-side, configuration-side, or hardware-side.

Support does not include: game-specific troubleshooting, third-party application support, unsupported operating systems, unauthorized modifications, overclocking beyond sanctioned profiles, recovery of pirated software, malware remediation caused by user action, or tuning to meet specific subjective performance targets.

We cannot troubleshoot systems that have been modified or repaired outside of Thorium in a way that obscures the root cause of a reported issue.

To help us help you, please provide your order number, a clear description of the behavior you observed, the steps that led to it, and any relevant photos, screen captures, or logs. Good information shortens the time to resolution.

If support determines that a hardware issue falls within the limited warranty, the issue is escalated to warranty service and handled under the Warranty policy. If a hardware issue is not covered (for example, damage caused by misuse, liquid, power event, or unauthorized modification), we will offer paid repair options where available.

Real-world performance varies by game, patch level, driver version, settings, ambient conditions, and background software. Support will help you ensure the system is configured and cooled properly, but we do not warrant any specific frame rate or benchmark outcome.

We provide support globally by email to the extent practical. Shipping of hardware for warranty service from outside the United States is at the customer’s expense and subject to the Warranty and Shipping policies.

This policy is governed by the laws of the State of Alaska and applicable United States federal law. Federal law supersedes where required.