Overview
- Our support team works from 6 till 15 UTC on weekdays. If you’ve got any questions to us, please, do not duplicate them and be so kind to give us a chance to try to resolve the issue.
- All support communication is done through Zendesk system only (http://support.bestwebsoft.com/), no direct e-mails. You can also submit a request via contact form (in case if you failed to do it at http://support.bestwebsoft.com/).
- All your comments on free products are reviewed no more frequently than once a week.
- It is highly probable that our reply may get into spam and you will not receive an answer, that’s why, please, check your spam folder.
- We attach primary importance to questions on paid versions of our products, we try to answer them within 24 hours on weekdays.
- All our free products have GPLv2 or later (http://www.gnu.org/licenses/gpl-2.0.html).
- We will do our best to give the answers to your questions on free products within 5-10 weekdays.
- We are not responsible for any deadlines or delays in your own projects.
- We are not responsible for the work of a free plugin on your site, its compatibility with other plugins or custom themes.
- Before submitting a request, please, update the product to the recent version, verify its availability with the installed standard WordPress theme (2010, 2011, 2012, 2013), try to deactivate the other installed plugins to clarify if one of them doesn’t conflict with our product.
- All our products undergo the procedure of scrupulous testing, nevertheless we strongly recommend to use testing environment to check the availability of our products (as well as any other) to fit together with your theme, content and plugins.
- FREE Support will be provided only for original, NON MODIFIED PRODUCTS.
- We do not provide support for issues arisen on local servers.
- Support is provided for one domain/project per one regular license.
- To make your communication with the support team as fast and efficient as possible, please, note in your request the following information:
– the link to the site page, where the problem is;
– screenshot of the product settings page;
– System status. Follow the Instruction.
- The terms of giving answers in the form of a summary table, business days of our company – Monday thru Friday.
|
Pro, business day |
Free, business day |
|
|
support.bestwebsoft.com |
1 |
5 |
|
Contact Form |
1 |
5 |
|
Comments at bestwebsoft.com |
5 |
10 |
|
posts at forums, including wordpress.org |
we can’t guarantee anything |
we can’t guarantee anything |
What kind of support is included?
We provide basic support for our products totally free of charge during 6 months from your initial purchase. We strive to respond to all requests within 48 hours, in same order requests come in. Please also note that we are not responsible for any delays in your projects and we will not tolerate rudeness in any sort of way, such requests will be simply ignored/deleted.
What is not included in ‘Basic Support’?
- Third-party plugins and integrations.
- WordPress Support & How-To’s (all information is described in products installation guide).
- Addition of New Features.
- Extending Default Product Features.
- Product Modifications and Customizations.
- Coding and design lessons. We cannot teach you HTML, CSS, JS, PHP or any other language.
- Product installation on your server.
Why cannot you install product on my website for me?
We certainly can, however it is not included in basic free support. Each product comes with installation manual and if you follow instructions it should take you less than 5-10 minutes to install. If for some reason you don’t want to install it yourself or you have issues with installation which you don’t want to debug through support forum, or you don’t want to spend time on looking for solution – we can install our product for you on your site however it will cost you $40 USD (paid upfront, non refundable, product must be purchased by you and valid product license must be provided along with FTP/MySQL/PHPMyAdmin access information). It is important to understand that this is only product installation, and not INTEGRATION into your site (by all means it is not the same).
How should I contact you for support?
BestWebSoft only provides product related support via our support forum. We will not provide any support via e-mail, Facebook, or Twitter. We do not offer phone support.
We may request that you send us your login details when needed, we are using Zendesk support system which is private and confidential. Only you and our support team will ever see your details. If you are experiencing account problems with our support forum, please feel free to contact us via e-mail, but only under these circumstances.
When can I expect to get a reply from you?
Our business hours are Monday – Friday, from 6 till 15 UTC and support is provided only at that time. Upon posting to the support forum, we make it our goal to respond as soon as possible. (Sometimes we monitor the forums during non-working hours and over weekends, however these are exceptional cases, since we do value time that we can spend with our families.)
I need custom adjustments, can you do it?
Certainly! We can assist you with any custom development or custom design whether it is related to our products or not. Our standard hourly rate is (USD) $20 per/hour. You can submit your request with technical description via our support system. We will reply with a quote within 24 hours.
I think I found a bug, what should I do?
If you find a bug in one of our products you should post the bug on the support forum. We try to address any bugs as quickly as possible once they are brought to our attention. Once we fix, test, and update our product, we notify about the available update ready for download via our support forum and our Twitter profile page, you can then go to your WordPress dashboard and update your plugin to the new version for free.
