WPtownhall

Support Policy

Our support covers

We only provide support via the support ticket system and it may take up to 24 hours to get a response. (It may take up to 48 hours during the weekends and public holidays)

We provide live chat support for pre-sales inquiries. Customers are not entitled to receive technical support over the live chat.

This plugin comes with an annual license, that allows you to receive pro version updates for one year, and you are qualified to receive technical support throughout the year. You must renew your license to continue receiving our support. Our paid support includes:

  1. Bug Fixing.
  2. Installation Support.
  3. Configuration Support.
  4. Issues regarding the plugin functionality.
  5. Usage Guidelines and Suggestions.

 

We provide general support to our free users that include bug fixing, installation support.

 

[N.B: We don’t provide any support on this plugin that is containing material relating to infringes copyright and promotes violence, racism and deals with adult/porn/sexually explicit content, gambling, alcohol, music, vulgarity and materials.]

Definition of Modification Support

We understand that there is a fine line between what is considered support and what is considered modifications. If your request for small modification or customization help only causes us to publish just a couple of lines of CSS or JS code, we may assist you. Due to the current load on our support team, we can allocate up to 30 minutes of CSS customization free of cost each year.

If your support query requires additional modification of the product then you have two options:

  • You may wait for further development of the product.
  • You may consider hiring our tech team. 

Our support does not cover

We do not provide support via phone call, social networks and/or any other medium except the ticketing system and live chat.

We hold the right to refuse to provide any customization service.

We hold the right to refuse to integrate any 3rd party services.

We do not provide support for custom developments.

Support Language

Currently, we are providing support in the English language only. We expect our valued customers to place a support request in clear and decent English language so that we don’t have to guess what you are expecting from us. Please be as clear as possible. 

Customer’s Privacy

We may request for admin credentials for debugging purposes only. We always ask for permission before making the slightest of changes.

We never ask for site details, contact information personally or unofficially. So, do not provide any confidential information to personal email. We are not accountable for any consequences.

We do not share your site information or personal data with any third parties.

Last updated on: June 22, 2023