Support

How Support Works

To ensure the best possible support is delivered to all customers:

  • Our support hours are Monday to Friday, 9am – 6pm UTC.
  • Support is provided via email only, to ensure time is allotted to all customers equally (no Skype, screenshare etc)
  • Standard Support: We aim to respond in 2 – 3 working days, but usually faster if we can (this applies to initial enquiries and responses).
  • Priority Support: We aim to respond in 1 – 2 working days, but usually faster if we can (this applies to initial enquiries and responses).
  • All support requests are handled oldest to newest – so bumping / following up a request within the above timescales will slow down the response time.
  • If you have not received a response within the above support timescales, please politely follow up with a single, further email.

Before Opening a Support Request

  1. Refer to the Documentation.  We work hard to ensure this is as detailed as possible, and covers as many questions / how-to’s.
  2. Clear any browser caching by force refreshing the screen in question
  3. Clear any server caching in the WordPress Administration interface
  4. Add the following to your wp-config.php file
    define( 'WP_DEBUG', true );
    define( 'WP_DEBUG_LOG', true );
    define( 'WP_DEBUG_DISPLAY', false );
  5. Perform the steps/task that you were unable to perform.
  6. Include any on screen messages from the Plugin, and attach your copy of wp-content/debug.log in your support request below.

Request Support

No matter how frustrated you may be, approaching us in a belittling, condescending, brash manner; expecting an immediate resolution, demanding something or being plain rude won’t make us fix your issue any faster. We’d much rather have a professional, polite interaction free of personal emotions so that we can focus on getting your issue fixed quickly. Thanks!