Thank you for purchasing from our range of products. It is with great pride we welcome all of you and look forward to providing seamless support and help you in the best possible way.
This support policy outlines the level of support you can expect from our Customer Delight team. Feel free to reach out to us if you have any questions or concerns regarding the policy.
We provide support for products purchased from our respective product websites. We are happy to assist you with any general questions related to our products, installation, and usage.
We highly recommend that you refer to our respective products’ knowledge base before opening a ticket with us as we may have already answered your question.
We are always happy to provide support if you have an active license, but we ask that you ensure you have the latest version of products at all times.
Our support covers bug fixes that are reported to us. We always aim to get them resolved as soon as possible. In some cases we provide a temporary solution until we release an update or a quick fix, in a minor or major update as per our schedule.
If you are sure that you have found a bug or are facing an issue, please ensure you follow our troubleshooting steps before opening a ticket with us.
We will most likely ask you to perform those steps before we file a bug report with our developers. Also, we may request you to outline the steps so we can reproduce the issue as they ensure faster resolution.
We take extra care to keep our users’ data safe and secure at all times and all the relevant information regarding the ticket is only accessible to the user and our Customer Delight team.
Furthermore, if at any point we require any access data (credentials) to your website, this will be only for your staging environment. Our Support team will not ask or access your live (production) website.
We encourage our users to elaborate queries as much as possible and not ask more than 2 queries per ticket. If you have more queries, please open a new ticket per query with a relevant subject. This will ensure we respond quickly to all of them.
We have a My Tickets page on our store that helps track your tickets and also allows you to respond straight from the portal.
All our products have a Facebook community driven by users and our moderators. We highly encourage you to join the relevant community on Facebook or forum communities. You may find quick help and support in addition to that provided by our documentation and support team.
We are available round the clock 24/7/365 days for our licensed users and prioritize the VIP Care plan customers. We have a passionate team of Customer Delight experts who strive to respond to your queries as quickly as possible, in less than 4-5 hours.
Our customers without the VIP Care membership are assured support within 24 hours on weekdays.
We provide support for our Free users as well. Even though we do not respond as quickly as we do to our Pro users, you can expect a response within 48 hours for tickets opened on weekdays and 72 hours on weekends.
If you are using any of our products, you consent to this support policy. We reserve the right to change, modify or tweak the support policy without notice at any time. Do refer to this periodically for any changes whatsoever.