Support Plans

Effective date: October 15, 2024

We offer a range of support plans tailored to different customer needs, from general inquiries to hands-on, personalized assistance. Whether you're just getting started with our plugin or require priority handling for complex issues, we have a plan that fits your requirements. Below is a quick overview of each plan:

• Non-Member Support: Pre-sales questions & general inquiries only. Support is handled privately.

• Basic Support: Standard plugin support (installation, troubleshooting) with normal response times using our public support forum. Included with free plugins (as long as you create a free account on our website) and Solo plugin licenses.

• Priority Support: Faster response times, priority issue handling, advanced troubleshooting. Support is private and sent directly to our developers.

• Premium Support: Full-service private support, including custom development, code-level assistance, and dedicated support. Included with Developer and Enterprise plugin licenses.

Important Notice

Please note that we do not offer the ability to upgrade between support plans. Your support plan is determined based on the highest support tier of all the plugins you purchase. For example, if you purchase a plugin with Basic Support and another plugin with Premium Support, you will receive Premium Support for all of your plugins.

Non-Member Support

This is the most basic level of support, available to users who are not signed into an account. Support is limited to pre-sales questions and general inquiries only. The Basic Support plan is available by creating a free account and signing in.

• What’s included:
  • Pre-sales questions (e.g., about plugin features, pricing, or compatibility).
  • General inquiries (e.g., basic questions about the website, usage, etc.).
• What’s not included:
  • Plugin support, troubleshooting, or issue resolution.
  • Customization or development support.
• Support delivery:
  • Requests are handled privately. Even though you’re not signed in, your inquiries will be addressed privately, without being posted to the public forum.

Basic Support

This plan is available to any user that has created an account and is signed in. It includes standard troubleshooting, updates, and answers to common issues.

• What’s included:
  • Plugin support for installation, configuration, and general troubleshooting.
  • Help with common problems and questions related to plugin usage.
  • Access to documentation and troubleshooting guides.
• What’s not included:
  • Priority response times.
  • Advanced troubleshooting or in-depth customization requests.
  • Dedicated or custom development assistance.
• Support delivery:
  • Requests are posted publicly to our support forum, where users can engage and assist each other. Responses may come from our community or support team.

Priority Support

This plan is designed for users who require faster response times and more detailed support. Priority Support offers quicker issue resolution and access to more in-depth troubleshooting. Included with Agency licenses.

• What’s included:
  • All benefits of Basic Support.
  • Faster response times (typically within 1 business day).
  • Priority issue resolution for critical problems or urgent inquiries.
  • Help with plugin compatibility with other plugins or themes.
  • Assistance with more complex plugin configuration or setup issues.
• What’s not included:
  • Custom development or code-level support.
  • Customization requests or major feature changes.
• Support delivery:
  • Requests are handled privately and sent directly to our developers, ensuring faster, one-on-one assistance.

Premium Support

Premium Support is the highest level of service, ideal for users who need personalized, hands-on help. It includes all of the benefits of Priority Support, plus exclusive services such as custom development and advanced troubleshooting. Included with Developer and Enterprise licenses.

• What’s included:
  • All benefits of Priority Support.
  • Custom development or plugin customization services (e.g., code modifications, new features tailored to your needs).
  • Dedicated, hands-on support for complex issues.
  • Ongoing assistance with custom integration or unique configurations.
  • Direct access to the development team for troubleshooting or special requests.
• What’s not included:
  • There are no restrictions on support, but this level is focused on high-touch services.
• Support delivery:
  • Requests are handled privately, directly with our developers, ensuring the highest level of personalized, one-on-one support.