Scope of Support
We’re a small team dedicated to providing extraordinary resources and enchanting support. We care deeply about our products and our customers, and to ensure everyone gets the attention they deserve, we focus on supporting our own products within a defined scope.
Some requests may require additional effort on your end, the expertise of a developer, or a solution outside our offerings. Below, you’ll find a clear breakdown of what we do and don’t support, along with tips to get the most from your support experience.
TL;DR: We love solving problems, but some problems may be beyond what we can support. Thank you for understanding. 🙏
What We Offer Our Valued Customers
Comprehensive support for our officially released products.
We support our premium plugins, snippets, and free plugin offerings. The level of support provided is dependent on license level. For example, snippet support is limited to Advanced and Pro customers.
Customization assistance for Pro license holders within defined limits.
Minor customizations are specifically defined as modifications requiring up to 20 minutes of custom code development. We will use our expertise to make this assessment.
For customization needs that exceed this timeframe, we recommend working with one of our approved Recommended Developers who specialize in larger-scale modifications.
Dedicated efforts to ensure compatibility with major plugins.
While we cannot guarantee full compatibility, we strive to maintain and improve compatibility with major plugins in our market, ensuring smooth integration with your existing workflow.
Professional and friendly support with appropriate urgency.
We deliver all support services with professional courtesy, genuine friendliness, and an attention to urgency based on the situation at hand.
What’s Beyond Our Scope of Support
Offering high-quality support is important to us. We put it on the same level as delivering world-class products. We have a long history of delighting our customers, often exceeding their own expectations. Our customers love to tell us how fantastic our support is.
Unbelievable support. Fast, kind, knowledgeable, helpful. The best support I’ve ever had in over 15 years of web development.
— Luca Ottolini, Freelance Developer, Codeable
That said, some requests fall outside our scope of support. It’s not that we don’t want to help; It’s that supporting these things requires a disproportionate amount of time and effort that negatively affects the attention we can give to other customers. Below is a list of items that we cannot support.
No ongoing support for custom code implementations.
We cannot function as a dedicated development resource for your organization. If you need extensive customization or support for a custom coded solution, we recommend working with one of our approved Recommended Developers.
No guarantee of issue resolution in unique customer environments.
In circumstances where your site is heavily customized, especially with lots of custom code or a highly technical configuration, we are not able to guarantee fixes or solutions that will work in that specific environment.
No guarantee of complete compatibility with all WordPress plugins.
While we are dedicated to compatibility with major plugins, the WordPress ecosystem is vast, and we can’t guarantee compatibility with all plugins or all features. In most cases, we will recommend a different plugin that we are compatible with.
No infinite troubleshooting for complex configurations.
In a perfect world, we would have intimate knowledge of your site configuration and navigate it with ease. The reality is that we interact with thousands of sites, each with their own collection of plugins, themes, and unique configuration parameters. It’s simply impossible to be experts on the myriad of setups that our customers implement. Our support team is dedicated to familiarizing themselves with your setup on a per-ticket basis, but in complex environments this isn’t always possible.
To speed up this process, we highly recommend giving us proper documentation and context, especially screencasts (we recommend Loom). If your configuration is highly complex, and we are unable to navigate or understand it, you must simplify it to a reasonable level of complexity for us to recreate and troubleshoot the issue.
No form construction services on behalf of customers.
While we are a band of incredibly supportive wizards, we are not an agency. Ultimately, the design and construction of your forms is your responsibility. If you have questions on how to accomplish something, we’ll walk you through a simple setup. When you run into issues, we’re here for you. If you ask us to build a form for you, we will direct you to our Recommended Developers.
Helpful Ways to Optimize Your Support Experience
We believe that support is collaborative. We both have the same goal: solving your issue. Reaching that goal is a journey we take together.
There’s an expectation of preparedness for that journey from both parties, and below are some tips on how you can be better prepared. Doing one or all of these things will guarantee that you receive your resolution faster, with more accuracy, and fewer headaches.
Simplify your implementation and provide documentation.
Reduce complexity in your forms where possible. When a complex setup is unavoidable, please provide comprehensive documentation of your form structure and environment, preferably including a detailed screencast and relevant access credentials.
Isolate and document issues with a minimal test case.
When possible, isolate an issue with a minimal test case. This will make it easier for us to reproduce the issue and create a fix. Properly documenting issues, such as giving us a step-by-step screencast, is equally helpful.
Develop a basic prototype before requesting support.
In cases where you are asking for advice on how to best implement a function, build a basic prototype that demonstrates your intended purpose, and send us a form export. That will give us a foundation to build upon and reduce support time.