Support Policy

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.

Report a bug – WC Vendors Report a bug – Paid Products