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 for all our products; some of that support is provided via tickets for our paid products and support for WC Vendors is provided via the community forums on WordPress.org. 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 | |
| WordPress & WooCommerce | Sorry we can't help | |
| Have modified core files | Sorry we can't help | |
| Not running latest version of plugins | Sorry we can't help | |
| Running plugins that modify our plugins | Sorry we can't help | |
| Running WordPress MultiSite | 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 | |
| Custom Development | Sorry we can't help |
We cannot provide support for WordPress or WooCommerce.
We provide support for products purchased from us on wcvendors.com. 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. The staging server must be on the same domain name.
Support Times
We aim to respond to premium support questions within 12 hours during the week (Monday – Friday) and 24-48 hours on weekends (Saturdays and Sundays).
WordPress Dashboard Access
We have a policy to only perform our debugging work on a staging copy of your site. At no point will we ask for web hosting access. There will be times when we will require a login to your WordPress staging install to debug your issues. 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. Any translations we include in our products are provided by people just like you who want to help their fellow users. These translations are not supported by us but by the users who contribute them. 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 products. 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 relevant team.
