For the free version of the shoutbox I offer no support. It's a free product, if you really need support consider buying the pro version. However you can ofcourse always ask your question in the forums.
The support for the pro version is extented. You get help with any setup problems. The support to template issues is limited. There are millions of templates out there and I simply can't guarantee that it will work on every template. That's why you should try the free version first!