About This Support Policy
This Support Policy describes what support you can expect from the Pacific Plugins support team.
If you have any questions about Pacific Plugins Support Policy or do not agree with it, please contact us before using this Website. We often amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 7 January 2021.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
What Our Support Policy Covers
We only offer support for Pacific Plugins products, sold on pacificplugins.com. Our support service includes assistance in installations, configuring and use. Before submitting a ticket, be sure to check out our setup guides on each plugin’s purchase page for the product in question.
Users that currently have an active license for a product (usually for a period of 1 year from date of purchase – unless stated otherwise) will be illegible for receiving priority support from our provided support channels.
We will not cover support for third party integrations or any customizations for Pacific Plugins products.
Product Support Channels
The Pacific Plugins team will try its best to offer support on the WordPress.org forums for the relevant products to free users – this does not a guarantee that all threads on the WordPress.org or relating to WordPress.org products will be resolved or attended to.
The only available support channel for paid plugins at this point in time will be done via our Helpdesk. We do not offer support from any other channels such as live chat, calls, direct email or via social media.
We will only cover support for the account holder which has purchased the product.
Our general support hours are from Monday to Friday 08:00 – 16:00 (GMT +2). Here at Pacific Plugins, we strive to offer our users with stellar support whether it’s pre-sale or after sale queries. We will try our best to attend to threads within 24 hour intervals. If your query is technical please allow for a longer response time as we try our best to troubleshoot on our end so you may not have any downtime.
We currently do not offer support outside of this timeframe.