During normal business hours on Monday through Friday you can usually expect a reply in 48 hours or less. Support is generally unavailable on the weekends, and tickets received on Friday are usually handled the following week. Support tickets are answered in the order in which they are received, oldest first.
Here are some common things we would love to help you out with:
- Explaining how to use certain features in any Elevated Extension.
- Pointing you in the right direction so you can make the most of any Elevated Extension for a certain debugging or development task.
- Accepting reports of bugs or other errors and providing workarounds when possible.
Here is what is outside the scope of our support:
- Server Problems
- All Elevated Extensions works on a very diverse range of server environments – from bad shared hosting accounts to powerful dedicated servers. We’ve done our best to make it run pretty much everywhere. And we rarely hear of server-related compatibility problems.
- Some servers have broken configurations or limited processing power. If you’re having a problem, we’re happy to debug any issues and see if the problem is with our Extension or with your web hosting provider/server configuration. If we find that an issue isn’t replicable anywhere but your server, we’ll probably refer you to your hosting company or advise that you find a sysadmin to help debug your server configuration.
- Compatibility Issues
- All Elevated Extensions works well with most well-coded plugins, but plugin conflicts happen occasionally. We’re happy to relay reports of plugin conflicts to our development team and attempt to offer viable workarounds, but we often can’t offer immediate solutions for conflicts with other plugins.
- Implementing Third-Party Libraries & Third-Party Code
- We cannot help you to implement third-party libraries/code or troubleshoot why your implementation isn’t working. If you have trouble with a third-party library, please reach out to the library vendor via an appropriate support channel for that library.
- Performance Issues
- We’re happy to accept reports of performance issues you believe to be related to any Elevated Extension, but we can’t help you achieve better scores on GTmetrix, PageSpeed Insights or other performance measuring tools.
- Writing Custom Code
- In most cases, if what you’re trying to implement requires you to write custom HTML, PHP, CSS, JavaScript, or other code, we won’t be able to advise in detail.
- Anything Related To Translations Or Translation Plugins
- We do not support anything related to translating any Elevated Extension. We’re working on it, but it’s not here yet.
The Problematic 1% Policy
We want to provide timely support for the other 99% of our customers – and one way we do this is by not doing business with time wasters. If you take up more time than 99% of our customers (and your requests don’t help us improve our software – i.e. they are not bug reports), we’re not interested in your business. We’d be happy to give you a refund.
If you need more technical assistance than we provide…
At Elevated Extensions we don’t take on consulting or development projects. But we have a huge community of talented designers & developers on Facebook that may be able to help you out: https://elevatedextensions.com/facebook.
Get Support
We’d love to hear from you! Submit a support request.
