Support Policy

Introduction

This Support Policy describes what support you can expect from WP Fortune. This support policy is effective from 1 September 2017. Our support hours are Monday to Friday, 9:00 to 17:00 (GMT +2). We try to respond within 48 hours, but some questions require more time. If you have questions about our support policy, just contact us.

How to contact us for support

We will only provide support through our Help Desk. We don’t provide support through any other channel, including but not limited to direct e-mail, Facebook, Twitter or over the phone.

Please submit a ticket using the Help Desk so our support people can help you as soon as possible. We may ask you to send us your login details if we need them in order to assist you. All information shared in the Help Desk is confidential.

We only give support to customers who have a valid license for the plugins and domain. If you do not have a valid license we’ll give you no support.

What is included in support

We only support our products and services purchased from our website. Our support includes assistance with installations, configuration and use. Retired plugins will be supported for 6 months after the end of the retirement month. With a valid license you’ll get 1 year or 3 year support and updates, depending of your purchase.

What is not included in support

We don’t give support for products supplied or purchased from 3rd parties.

We also do not support any custom modifications to our plugins. We can not help you fixing any layout problems or other theme related issues. However we’re willing to help you solving the issues by pointing your theme developer in the right direction.

Bug Fixing

We will fix any bugs in our products as quickly as possible after we’ve discovered them. If you’ve found a bug in one of our plugins, please contact us.

Back-up before contacting us

Make sure you’ve made a back-up of your website before contacting us. This way you can always revert back to a earlier version.