Jul 26

Support Policy

Support Policy

Last Updated 8-1-2016

On the Pro Plugin Marketplace, we provide you with unlimited Help and Support! Our Support Center is open 24/7 for Self-Help solutions, and our Support Team responds to requests for support during the business hours of 9am-5pm EST, Monday through Friday (excluding U.S. holidays). They typically respond within 24 hours during those hours.

 

General Support

The main support forum for the Pro Plugin Marketplace supports ANY operational and technical issues you may be having with the Pro Plugin Marketplace platform. It covers topics about Pro Plugin Marketplace website(s), features, content, access, etc.

 

Plugin Support

Support is provided for every plugin purchased on the Pro Plugin Marketplace, through our Support Forum.

Plugin support for all Premium Plugins purchased on our website is given for up to one year after the purchase date. If you wish to get support after one year, you must renew your license key, or purchase a new license for that particular plugin.

To get timely support for our plugins, you must first ensure that you’re using the most recent versions of WordPress, themes, and plugins on your site. Pro Plugin Marketplace makes no guarantees of resolution to anyone using out-dated or otherwise altered versions of our plugins or third-party plugins, and cannot provide support in these situations.
*We reserve the right to stop updating and supporting plugins that are no longer compatible with the latest versions of WordPress, and/or other core plugins, as they are no longer stable and/or safe to have on an install.

While we do not provide support for third-party plugins, not purchased on the Pro Plugin Marketplace, and general WordPress features, we will try to help you fix conflicts that our plugins may have with other plugins. However, a fix is not guaranteed, and may not even be possible if you are unable to work with third-party plugin developers simultaneously to find a solution.

Before installing any of our plugins, keep in mind that you should always test anything new (plugins, themes, updates, code customization, etc.) on a test site or sandbox install first. If you do this on a production site, then you do so at your own risk and we cannot be held accountable.

It is your responsibility to make a backup of your site prior to requesting support or granting access to our Support Team. Furthermore, you take full responsibility for any lost content or downtime that may result from the fulfillment of your support request, regardless of if the site is a test site or a full production site.

 

Plugin Support includes . . .

Presale Q & A

We provide potential customers with the ability to ask questions about the plugins they are interested in prior to purchase. This is done by directly messaging the Plugin Developer to answer any questions they may have about using the features of our plugins. When a question is posted, the Plugin Developer, or someone from our Support Team will respond to the question within 24 hours.

Documentation

The Pro Plugin Marketplace supplies you with well-written documentation to help you understand, make use of, and benefit from the plugins that we offer on our website. Each documentation guide highlights the most important details that you need to know about our plugins. Each plugin has its own documentation guide, written by the Plugin Developer, that covers every feature and can be accessed 24 hours a day through our Knowledgebase. Documentation guides cover topics such as:

Getting Started
Installation & Activation
Configuring the Settings
Troubleshooting

All of our documentation guides are updated regularly to reflect the changes in each plugin’s development.

Support Resolution

When one of our plugins isn’t working as expected, simply follow our Support Resolution Process to fix the issue. We supply you with the following support resources as part of the Support Resolution Process:

In-Depth Troubleshooting Guide
Plugin Support Forum

 

Support does not include . . .

General WordPress Support

We do no provide general WordPress support on issues that are unrelated to our plugins, and/or have to do with general WordPress components. You can use the WordPress Support Forums for that.

Third-Party Plugin Support

We do not provide help with third-party plugins that were not purchased on the Pro Plugin Marketplace (please contact the plugin author).

Theming

We only provide support for plugins here on the Pro Plugin Marketplace. For issues concerning theme design or functionality, you will need to contact your theme developer directly.

Customization

We do not provide direct assistance with code customization (coding or design). Customization requires a lot of custom coding which is not part of the standard support scope. We do sometimes drop pieces of custom code on our Support Forums to help web developers customize the look and feel of our plugins. There, you’ll find code for HTML, CSS, JavaScript, PHP, jQuery, and more. You can post your own code there too to share with other developers, and you can also search for code that has been contributed by other developers.

Still need custom work? We have a Team of expert developers who would be happy to assist you with any customization you may need for your plugins. If you are in a position where you do need custom coding, go ahead and post your project on our Freelance Marketplace, which we lovingly call “The Lab.” Or, you can simply purchase services for your plugins directly from the Plugin Page (if such services are offered).

 

Getting Support

Getting Support is as easy on the Pro Plugin Marketplace. Just follow our simple Support Resolution Process to get the help you need.

Step 1 Troubleshooting
Review the Troubleshooting Guide for Quick Solutions

Troubleshooting is always a first step in getting support here on the Pro Plugin Marketplace. That’s why we’ve put together an in-depth Troubleshooting Guide for you to follow if you find that one of our plugins is not working as it should.

The Troubleshooting Guide will walk you through the following troubleshooting steps (which should be performed first, in most cases):

Check for Known Issues

If there is a problem with one of our plugins that multiple people are experiencing, we post it as a Known Issue on the plugin’s Support Forum, and provide a solution and/or a temporary workaround to the problem.

Identify Plugin Conflicts

Quite often an issue can be caused by a conflict with another plugin, testing for conflicts can save a ton of time and helps to locate the issue much more quickly. For us to properly help you, we must first determine if one of our plugins is actually the cause of the problem. To do this, we ask you to identify if our plugin may be in conflict with any other plugins you may have on your site.

Check for Theme Compatibility

Sometimes the theme you are using could have a conflict with one of our plugins. In this case, it’s important to identify whether it’s the theme or the plugin that is the source of the problem.

Reverse Code Changes to Your Theme

When you make changes to your theme, sometimes they can affect the functioning of the plugins you have installed. Reversing these changes will help determine if this is the case.

Clear the Cache

Clearing the Cache sometimes clears up the issue right away, so we ask you to do this as a troubleshooting step before posting for support.

Update Core, Plugins & Theme

Using outdated versions of WordPress, and/or WordPress plugins and themes is one of the most common sources of problems. Because of this, we require that you update everything including WordPress, the theme you are using, and the plugins that have updates available.

The Troubleshooting Guide is a “Self-Help” option that will resolve most issues before having to submit a request for support. After taking these steps, if the problem persists, these steps serve as a framework to identify the steps that have already been taken, and the results that you got from your initial troubleshooting efforts. This helps the Support Team figure out what may be causing the problem more quickly and easily.

 

Step 2 Support Forum
Discuss Your Issue with Our Support Team on the Support Forum

Support is given for all plugins purchased on the Pro Plugin Marketplace through our Support Forum. If you are experiencing installation issues or need to report a bug with any of our plugins, locate the Support Forum for your particular Plugin, then post your issue there.

Before you post, make sure you have done the following first:

Check the Documentation for Minimum Requirements
Follow the “Installation & Activation“ instructions within the Documentation
Follow the “Troubleshooting Guide” in Step 1 of the Support Resolution Process

After you have completed the steps above, search for your issue on the Support Forum before starting a new topic. We’ve included a search feature on our Support Forum just for this purpose. Take some time to look through the results of your search, your question may already be answered, saving you some valuable time. If you are unable to find existing topics to answer your questions, you can then create a new one.

When posting a new topic on the Support Forum . . .
Include the steps you’ve already taken
Provide the WordPress, theme and plugin version numbers you are using
Tell us if you’re using multisite or single site
If you are getting errors, include the errors so we can see what they are
Detail how to recreate the issue, where and how it happens
Include illustrative screenshots (where applicable) that clearly show the problem
If you know there is a conflict with another plugin or theme, then please include relevant details (for example the plugin name, and a link to where we can download it)

Please do not lump several, unrelated questions into a single topic. To keep things focused, on-topic and to avoid confusion, please create separate topics for each issue or question.

Please do not post multiple topics for the same issue, this can cause confusion and problems for you where different paths are taken to investigate the same issue. This also causes delays for other members seeking support, creating the need for multiple support team specialists to have to deal with duplicate topics in our support queue.

Don’t bump threads multiple times within a short period of time, doing so can delay our response. We take topics in order of oldest first, so multiple bumps could affect our response time to you.

Don’t hijack someone else’s topic unless you’re able to help with the issue at hand. Even if you have the same or a similar issue it’s often best to open your own topic to avoid any confusions or frustration for all members involved. Feel free to link to the original thread if you feel this would help in any way.

 

Getting a Response

Our Support Team typically responds to support requests within 24 hours (except on weekends and U.S. Holidays). We have notifications set up for when new support topics are posted. Usually these notifications are in the form of emails that are sent out every time a new topic is posted. You can also choose if you want to receive an email notification anytime a new reply is posted to a topic. Receiving these notifications is not automatic, however, so you must enable this feature yourself by checking the notifications box when submitting your post.

When your issue has been resolved satisfactorily, you can then mark the topic as “resolved’ (if the Support Team has not done so already). This is done be simply changing the status of the topic to resolved.

Escalations

As an escalation of the Support Resolution Process, the Support Team may need to log unto your website to evaluate the issue. The need for an escalation is determined by our Support Team, and is usually done when the issue is more complex than the issues we normally handle on our Support Forum, and in most cases, the problem requires gaining access to your site.

At this point, you are asked to provide your system information, login information to your site, and a link to the original support forum thread. (When you need to provide sensitive information on the Support Forum, such as site URLs or account credentials, it is absolutely paramount that you use the Private Reply feature as a way to submit this information privately. Private Replies allow you to selectively choose whether you want your reply visible only to our Support Team or made pubic and visible to everyone. This really comes in handy in situations such as this, where you are transmitting sensitive information to our Support Team.)

The Plugin Developer may need to login and gain access to your site to fix the problem. When granting access to our Support Team, you are giving us expressed permission to troubleshoot your issue. This may involve temporarily deactivating plugins and themes; as well as editing code. Therefore it is important you do a backup first. Whenever possible, you should grant access on a test site or sandbox install instead of on your live production site. If there is anything you don’t want us to do, let us know when granting access. We will work as quickly as possible to minimize downtime.

The Developer will work on the issue and update the support thread with a resolution. The Developer will post the final resolution to the Support Forum to share with others who may be having the same problem. And, of course, you will be immediately notified of any updates and/or changes of status regarding your support status.

 

The steps of the Support Resolution Process must be followed “step-by-step” in order to get a quick solution to any issue you may be having with one of our plugins. We aim to provide you with excellent customer service and support, so please help us help you, by following the process. Using this process will enable us to provide the best possible support we can:)

Please follow the Golden Rule when dealing with our wonderful Support Team. Don’t be flippant, rude or abusive, this won’t help anyone and it won’t be tolerated. Our Team will always do their very best to ensure your satisfaction, but we also need you to do your part, by providing requested information and responding to questions in a timely manner. And, last, but not least, make sure that you always follow up, your involvement in this process is crucial!

 

Last Updated 8-1-2016

On the Pro Plugin Marketplace, we provide you with unlimited Help and Support! Our Support Center is open 24/7 for Self-Help solutions, and our Support Team responds to requests for support during the business hours of 9am-5pm EST, Monday through Friday (excluding U.S. holidays). They typically respond within 24 hours during those hours.

 

General Support

The main support forum for the Pro Plugin Marketplace supports ANY operational and technical issues you may be having with the Pro Plugin Marketplace platform. It covers topics about Pro Plugin Marketplace website(s), features, content, access, etc.

 

Plugin Support

Support is provided for every plugin purchased on the Pro Plugin Marketplace, through our Support Forum.

Plugin support for all Premium Plugins purchased on our website is given for up to one year after the purchase date. If you wish to get support after one year, you must renew your license key, or purchase a new license for that particular plugin.

To get timely support for our plugins, you must first ensure that you’re using the most recent versions of WordPress, themes, and plugins on your site. Pro Plugin Marketplace makes no guarantees of resolution to anyone using out-dated or otherwise altered versions of our plugins or third-party plugins, and cannot provide support in these situations.
*We reserve the right to stop updating and supporting plugins that are no longer compatible with the latest versions of WordPress, and/or other core plugins, as they are no longer stable and/or safe to have on an install.

While we do not provide support for third-party plugins, not purchased on the Pro Plugin Marketplace, and general WordPress features, we will try to help you fix conflicts that our plugins may have with other plugins. However, a fix is not guaranteed, and may not even be possible if you are unable to work with third-party plugin developers simultaneously to find a solution.

Before installing any of our plugins, keep in mind that you should always test anything new (plugins, themes, updates, code customization, etc.) on a test site or sandbox install first. If you do this on a production site, then you do so at your own risk and we cannot be held accountable.

It is your responsibility to make a backup of your site prior to requesting support or granting access to our Support Team. Furthermore, you take full responsibility for any lost content or downtime that may result from the fulfillment of your support request, regardless of if the site is a test site or a full production site.

 

Plugin Support includes . . .

Presale Q & A

We provide potential customers with the ability to ask questions about the plugins they are interested in prior to purchase. This is done by directly messaging the Plugin Developer to answer any questions they may have about using the features of our plugins. When a question is posted, the Plugin Developer, or someone from our Support Team will respond to the question within 24 hours.

Documentation

The Pro Plugin Marketplace supplies you with well-written documentation to help you understand, make use of, and benefit from the plugins that we offer on our website. Each documentation guide highlights the most important details that you need to know about our plugins. Each plugin has its own documentation guide, written by the Plugin Developer, that covers every feature and can be accessed 24 hours a day through our Knowledgebase. Documentation guides cover topics such as:

Getting Started
Installation & Activation
Configuring the Settings
Troubleshooting

All of our documentation guides are updated regularly to reflect the changes in each plugin’s development.

Support Resolution

When one of our plugins isn’t working as expected, simply follow our Support Resolution Process to fix the issue. We supply you with the following support resources as part of the Support Resolution Process:

In-Depth Troubleshooting Guide
Plugin Support Forum

 

Support does not include . . .

General WordPress Support

We do no provide general WordPress support on issues that are unrelated to our plugins, and/or have to do with general WordPress components. You can use the WordPress Support Forums for that.

Third-Party Plugin Support

We do not provide help with third-party plugins that were not purchased on the Pro Plugin Marketplace (please contact the plugin author).

Theming

We only provide support for plugins here on the Pro Plugin Marketplace. For issues concerning theme design or functionality, you will need to contact your theme developer directly.

Customization

We do not provide direct assistance with code customization (coding or design). Customization requires a lot of custom coding which is not part of the standard support scope. We do sometimes drop pieces of custom code on our Support Forums to help web developers customize the look and feel of our plugins. There, you’ll find code for HTML, CSS, JavaScript, PHP, jQuery, and more. You can post your own code there too to share with other developers, and you can also search for code that has been contributed by other developers.

Still need custom work? We have a Team of expert developers who would be happy to assist you with any customization you may need for your plugins. If you are in a position where you do need custom coding, go ahead and post your project on our Freelance Marketplace, which we lovingly call “The Lab.” Or, you can simply purchase services for your plugins directly from the Plugin Page (if such services are offered).

 

Getting Support

Getting Support is as easy on the Pro Plugin Marketplace. Just follow our simple Support Resolution Process to get the help you need.

Step 1 Troubleshooting
Review the Troubleshooting Guide for Quick Solutions

Troubleshooting is always a first step in getting support here on the Pro Plugin Marketplace. That’s why we’ve put together an in-depth Troubleshooting Guide for you to follow if you find that one of our plugins is not working as it should.

The Troubleshooting Guide will walk you through the following troubleshooting steps (which should be performed first, in most cases):

Check for Known Issues

If there is a problem with one of our plugins that multiple people are experiencing, we post it as a Known Issue on the plugin’s Support Forum, and provide a solution and/or a temporary workaround to the problem.

Identify Plugin Conflicts

Quite often an issue can be caused by a conflict with another plugin, testing for conflicts can save a ton of time and helps to locate the issue much more quickly. For us to properly help you, we must first determine if one of our plugins is actually the cause of the problem. To do this, we ask you to identify if our plugin may be in conflict with any other plugins you may have on your site.

Check for Theme Compatibility

Sometimes the theme you are using could have a conflict with one of our plugins. In this case, it’s important to identify whether it’s the theme or the plugin that is the source of the problem.

Reverse Code Changes to Your Theme

When you make changes to your theme, sometimes they can affect the functioning of the plugins you have installed. Reversing these changes will help determine if this is the case.

Clear the Cache

Clearing the Cache sometimes clears up the issue right away, so we ask you to do this as a troubleshooting step before posting for support.

Update Core, Plugins & Theme

Using outdated versions of WordPress, and/or WordPress plugins and themes is one of the most common sources of problems. Because of this, we require that you update everything including WordPress, the theme you are using, and the plugins that have updates available.

The Troubleshooting Guide is a “Self-Help” option that will resolve most issues before having to submit a request for support. After taking these steps, if the problem persists, these steps serve as a framework to identify the steps that have already been taken, and the results that you got from your initial troubleshooting efforts. This helps the Support Team figure out what may be causing the problem more quickly and easily.

 

Step 2 Support Forum
Discuss Your Issue with Our Support Team on the Support Forum

Support is given for all plugins purchased on the Pro Plugin Marketplace through our Support Forum. If you are experiencing installation issues or need to report a bug with any of our plugins, locate the Support Forum for your particular Plugin, then post your issue there.

Before you post, make sure you have done the following first:

Check the Documentation for Minimum Requirements
Follow the “Installation & Activation“ instructions within the Documentation
Follow the “Troubleshooting Guide” in Step 1 of the Support Resolution Process

After you have completed the steps above, search for your issue on the Support Forum before starting a new topic. We’ve included a search feature on our Support Forum just for this purpose. Take some time to look through the results of your search, your question may already be answered, saving you some valuable time. If you are unable to find existing topics to answer your questions, you can then create a new one.

When posting a new topic on the Support Forum . . .
Include the steps you’ve already taken
Provide the WordPress, theme and plugin version numbers you are using
Tell us if you’re using multisite or single site
If you are getting errors, include the errors so we can see what they are
Detail how to recreate the issue, where and how it happens
Include illustrative screenshots (where applicable) that clearly show the problem
If you know there is a conflict with another plugin or theme, then please include relevant details (for example the plugin name, and a link to where we can download it)

Please do not lump several, unrelated questions into a single topic. To keep things focused, on-topic and to avoid confusion, please create separate topics for each issue or question.

Please do not post multiple topics for the same issue, this can cause confusion and problems for you where different paths are taken to investigate the same issue. This also causes delays for other members seeking support, creating the need for multiple support team specialists to have to deal with duplicate topics in our support queue.

Don’t bump threads multiple times within a short period of time, doing so can delay our response. We take topics in order of oldest first, so multiple bumps could affect our response time to you.

Don’t hijack someone else’s topic unless you’re able to help with the issue at hand. Even if you have the same or a similar issue it’s often best to open your own topic to avoid any confusions or frustration for all members involved. Feel free to link to the original thread if you feel this would help in any way.

 

Getting a Response

Our Support Team typically responds to support requests within 24 hours (except on weekends and U.S. Holidays). We have notifications set up for when new support topics are posted. Usually these notifications are in the form of emails that are sent out every time a new topic is posted. You can also choose if you want to receive an email notification anytime a new reply is posted to a topic. Receiving these notifications is not automatic, however, so you must enable this feature yourself by checking the notifications box when submitting your post.

When your issue has been resolved satisfactorily, you can then mark the topic as “resolved’ (if the Support Team has not done so already). This is done be simply changing the status of the topic to resolved.

Escalations

As an escalation of the Support Resolution Process, the Support Team may need to log unto your website to evaluate the issue. The need for an escalation is determined by our Support Team, and is usually done when the issue is more complex than the issues we normally handle on our Support Forum, and in most cases, the problem requires gaining access to your site.

At this point, you are asked to provide your system information, login information to your site, and a link to the original support forum thread. (When you need to provide sensitive information on the Support Forum, such as site URLs or account credentials, it is absolutely paramount that you use the Private Reply feature as a way to submit this information privately. Private Replies allow you to selectively choose whether you want your reply visible only to our Support Team or made pubic and visible to everyone. This really comes in handy in situations such as this, where you are transmitting sensitive information to our Support Team.)

The Plugin Developer may need to login and gain access to your site to fix the problem. When granting access to our Support Team, you are giving us expressed permission to troubleshoot your issue. This may involve temporarily deactivating plugins and themes; as well as editing code. Therefore it is important you do a backup first. Whenever possible, you should grant access on a test site or sandbox install instead of on your live production site. If there is anything you don’t want us to do, let us know when granting access. We will work as quickly as possible to minimize downtime.

The Developer will work on the issue and update the support thread with a resolution. The Developer will post the final resolution to the Support Forum to share with others who may be having the same problem. And, of course, you will be immediately notified of any updates and/or changes of status regarding your support status.

 

The steps of the Support Resolution Process must be followed “step-by-step” in order to get a quick solution to any issue you may be having with one of our plugins. We aim to provide you with excellent customer service and support, so please help us help you, by following the process. Using this process will enable us to provide the best possible support we can:)

Please follow the Golden Rule when dealing with our wonderful Support Team. Don’t be flippant, rude or abusive, this won’t help anyone and it won’t be tolerated. Our Team will always do their very best to ensure your satisfaction, but we also need you to do your part, by providing requested information and responding to questions in a timely manner. And, last, but not least, make sure that you always follow up, your involvement in this process is crucial!

 

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