What is your support like?
This article explains in detail what you can expect form our support service included with your purchase.
What types of support are included?
- Pre-sale questions.
- Installation assistance.
- Usage questions.
- Guidance on your use case when you’re stuck. We’re happy to assist, but please note that we won’t implement the entire use case for you. If you need full setup or configuration, this would be a separate service.
- Help with troubleshooting issues/bugs.
What type of support is not included?
- We’re happy to assist if you’re stuck, but please note iff you need full setup or configuration, this would be a separate service.
- Custom-coding PHP, HTML, CSS, or JavaScript.
- Changing styling through custom CSS.
We can help with those types of support for an additional fee, depending on our availability.
Support hours and timezone
During working days, we are generally available 10 hours per day, from about 8AM to 6PM in the evening. Our time zone is Central European Time (CET). You can easily compare your timezone to ours here.
Reply times
If you are contacting us on working days within our support window, then:
- Pre-sales or licensing questions are usually answered within a few hours as they are easier to answer than technical requests.
- For other tickets, our official commitment is to offer a first reply within 12-14 hours. We usually reply faster and our average reply time is currently 7 hours.
- Difficult technical requests require us to replicate the issue on our end. Reply time may be a bit longer while we run tests. Usually, we will reply quite quickly if we need additional information from you.
Weekends and public holidays
We offer a reduced service during weekends or public holidays, focussing on urgent requests only. This means if you send us a request on Friday evening or Saturday, you may need to wait until the following Monday to receive a reply.
Do you offer phone or video support?
We do not offer phone or video support because many technical issues require time to properly investigate. That is much easier to do using written forms of communication.