We take pride in providing responsive and professional support to our customers and potential customers. To that end, we would like to outline our support policy to make sure that you understand what we can and can’t help with.
Scope of Support
We provide support via tickets that can be submitted via our website. This is available for all our users. There are some limitations to our premium support that are outlined below.
| Support with installing and configuring the product | We Can Help |
| Bug fixes | We can help |
| Technical questions about our products available features. | We can help |
| Have modified core files | Sorry we can’t help |
| Not running latest version of the plugin | Sorry we can’t help |
| Running plugins that modify our plugin | Sorry we can’t help |
| 3rd Party plugins | Sorry we can’t help |
| 3rd Party themes | Sorry we can’t help |
| Style & Theme changes not directly related to the plugin | Sorry we can’t help |
| Server technical assistance & support | Sorry we can’t help |
| Sample code or code snippets | Sorry we can’t help |
| Technical questions about features we don’t have | Sorry we can’t help |
| Translations | Sorry we can’t help |
We cannot provide support for WordPress or WooCommerce.
We provide support for products purchased from us on licenseserver.io We do not provide support for anyone that has purchased our products from 3rd parties. You must have an active license to receive premium support. Support can only be provided to the person/company that purchased the license. A license is non-transferable. We will only support the license on the domain you have activated the license on and your staging server.
Support Times
We aim to respond to premium support questions within 24 hours during the week (Monday – Friday) and within 48 hours on Saturdays.We are a small remote team and currently, support is not available on Sundays.
Server Access
There will be times when we will require a login to your WordPress install. We have a policy to not request access to your web hosting panel if there is a rare instance where this might be required, it will be at our discretion.
We encourage all our customers to run staging servers so that they can test and develop before publishing this to their website. This ensures your business continues to operate while you test updates or possible issues.
We cannot be held liable for any consequences that may arise from the access you grant us. It is your responsibility to ensure your websites data integrity, security and availability. We highly recommend that customers take a complete backup and run a staging server before granting our premium support with access.
Translations
Translations are very particular to your specific use case and for this reason, we cannot support or supply translations. Our products are translation ready and provide the base English language file ready for you to create your own translations. If there is a string missing or not translating, please ensure that you have synced the language file with the most up to date one. If it’s still not working, please contact support.
Bugs
We are continuing to update and advance our product. To this end, there are times when new or existing bugs may come to light. If you find a bug or think you have found a bug please report it to our support team and we will investigate. If this is a security issue than we will work on a bug fix and release it as soon as possible. For other bugs that are non-critical they will be released in the next version of the software. If you need the bug fix before this, please request it from support and we will do what we can do accommodate your request.
Report a Bug
We do what we can to avoid any bugs in software, but there are times when this is not the case. If you find a bug please report it to the support team and we will investigate it as soon as we can.
