Support Policy

All our free products have GPLv2 or later (http://www.gnu.org/licenses/gpl-2.0.html).

Overview

  • We provide Support Services only through our Help Center. We don’t provide any services through any other channels (live chats, social media, over the phone, etc.).
  • All support is provided in English only. Requests in other languages won’t be accepted.
  • Our team works 6 till 15 UTC on weekdays.
  • We are not responsible for the work of our plugins on your site, compatibility with other plugins or custom themes.
  • We are not responsible for any deadlines or delays in your own projects.
  • We are not responsible or liable, directly or indirectly, in any way for any loss or damage arising from the use of any of our products.
  • We do not provide support for issues arisen on local servers or on sites which are unavailable due to technical reasons.
  • We do not provide free support services for the sites which contain adult content.

Free Support

Free support is provided only for our products (original and non-modified). It includes:

    – Assistance with products installations, configuration, and use;
    – Fixing errors and bugs if they are related to our products.

All of our products are compatible with 3rd party plugins & themes based on WordPress Codex standards. We do not guarantee correct work of our plugins and themes with all other custom products.

The terms of giving answers:
Pro license: 24 hours on weekdays;
Free license: 1-5 workdays.

We do not guarantee giving answers for requests posted at forums (including wordpress.org) or sent via Contact Form.

Before Submitting a Request

Update the product to the recent version, verify its availability with the installed standard WordPress theme (Twenty Fifteen, Twenty Sixteen), try deactivating other installed plugins to clarify if one of them doesn’t conflict with our product.

All our products undergo the procedure of scrupulous testing, nevertheless we strongly recommend using testing environment to check the availability of our products (as well as any other) to fit together with your theme, content, and plugins.

To make your communication with the support team as fast and efficient as possible, please, note in your request the following information:

  • Link to the website page, where the problem occurs;
  • What our product(s) do you use;
  • Screenshot of the product settings page;
  • System status.

Tech Assistance

If you need help with configuring WordPress and its elements, 3rd party plugins and themes, general settings, etc., you can request a tech assistance service. It includes:

    – WordPress support (how to interact with WordPress core; in case there are no documentation online)
    – Assistance with 3rd-party products installations, configuration, and use;
    – Fixing errors and bugs related to 3rd party products;
    – Stylizing elements outputted by 3rd-party products.

As a rule, it costs $75, but the price can vary depending on the amount of work and its complexity.

Please note that we can ask for the following data during the workflow:

  • Link to the website where the problem occurs;
  • Access credentials to your WordPress admin dashboard (with Administrator’s permissions);
  • FTP credentials (host, username, and password);
  • The archive of the product you want to modify.

Customization

If you need some additional features, expanded functionality, compatibility with 3rd party product, etc., you can request a paid customization service. Its cost depends on the amount of work and its complexity.

We’d like to pay your attention that in certain cases you won’t be able to update the product as all changes will be lost. We are not responsible if plugin stops working because of some changes in your environment. If you would like to update the plugin after that, this option will be available as a paid service only (as we will need some time to examine and solve possible issues).

Please note that we can ask for the following data during the workflow:

  • The link to the site where the problem occurs;
  • Access credentials to your WordPress admin dashboard (with Administrator’s permissions);
  • FTP credentials (host, username, and password);
  • The archive of the product you want to modify.