A. For an email support order:
- If you pay and order support on Monday morning before 9 A.M EST , someone in customer support will answer you on, or before Wednesday no later than Thursday of the same week. If you want to speed things up, you may follow up with an email to support letting them know you have submitted an order for support and provide your Plugin environmnet information and a brief explanation of your issue.
- If you order and Pay for support on a Friday, realize that we are on the east coast. If the support request comes in at 4 PM EST (which is 1PM Pacific time), do not count that Fri,Sat/Sun. The clock would start ticking Monday for a 3 Biz day email query and an acknowledgement of your paid support or a reply , if you have already provided the info concerning your issue, a reply would be forthcoming on or before Wed the following week.
- 1 day Biz support (email) Same as above but 1 day.
- Troubleshooting Log in. Troubleshooting is NOT included with either of the above email support. There are criteria that need to be met, such as a full back up of your site , admin login permissions, answer whether you have a virtual staging site or if it is a live production site before anyone from Tech support will login. Changes will NOT be made to your site unless it is a simple update to f the SLP plugin or add-ons. If it is an issue with something in SLP we will fix it. If it is an issue with a theme or another plugin we will not fix those, but will identify the root issue to you and provide you with guidance for a resolution.