Support Policy

Support for purchased extensions is given up to one year after the purchase date. If you wish to get support after one year, you must renew your license key, or purchase a new license for the extension you wish to get support for.

Support will only be given to the holder of the licence, and you’ll need to be logged into the account which purchased the add-on to submit support requests.

Support Channels

Support for add-ons is primarily provided via the Support form; this will submit your request to our help desk. Other channels such as phone and direct email are not offered.

Support for the core WP Job Manager plugin is available on the community forum for customers and non-customers.

Bug reports for the core WP Job Manager plugin should be submitted to the GitHub issue tracker.

What is covered by support

Support covers:

What isn’t covered by support

Support does not cover:

We may require you to disable third-party products which are installed alongside our plugins before we will be able to assist you.

Customizations

We provide our products as-is. We cannot customize our products on-demand, nor can we support third-party customizations. A customization is anything that changes the way the products looks or functions relative to how we make our products available to you.

We can do our best to offer advice and guidance, and direct you to the appropriate resources if you require assistance with customization, but we don’t take responsibility or endorse any third-party solutions for customized products.

Additionally, while the software is available for you use forever once purchased, you need an active license to download it from our site. Once your license has expired, you will not have the ability to download the software so please keep a copy somewhere safe.

Response Times

Although we strive to respond to all queries within 48 hours, our actual response times may vary and we may well take longer to respond to more advanced or technical queries, or during holidays and weekends.

Support Closures

As much as we want to provide the best support possible, it is sometimes necessary for us to close the support forms. (For example: around major holidays, or if we’re all away at a team meetup or conference.)

With that in mind, we have two options:

The first choice just feels dishonest to us, though. Why create the illusion that we are answering support questions, when really we are all out of the office?

The second option feels more transparent. It also allows us to keep providing the fast and high-quality support you expect, since we won’t have to dig out from under a large backlog of requests when we come back to work.

So there you have it: that’s why we sometimes close the support forms. Of course, we’ll always try to let you know via Twitter and the website when a support closure is coming up.