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