Ways of Support
Dev4Press team will provide support through support forum. Other means of getting help is by using tutorials and documentation provided with each plugin and theme. Twitter can’t be used for support. More on email support you can see bellow. Support is available during workdays, from Monday to Friday, 10:00 to 18:00 (CET or GMT+1). During this period we will respond to all support questions in the forum. For most queries, resolution time is between 24 and 36 hours. If the submitted query is more complex, response time is between 48 and 72 hours.
Response time doesn’t cover weekends or other non-work days (holidays or other maintenance related periods that will be announced at least two weeks ahead).
Email Support
Email support is available only with developer licenses. By purchasing the license, you will get access to the ticked submit system on your user dashboard. Email support tickets can be used to resolve bugs and other problems that are related to the use of the plugin, integration, conflicts with themes or other plugins, problems with following and applying solutions from documentation or tutorials.
By purchasing developer license for a single plugin you get 4 support tickets. After each subscription re-billing period (3 months), you will get 1 more ticket. If you purchase developer bundle license or theme club membership you get 6 support tickets and after subscription re-billing period (2 months), you get 1 more ticket; these tickets can be used for all products covered under the bundle license. GD Star Rating Support license is different, and you get 3 support tickets with 1 more after each re-billing period.
For yearly based licenses, for single product developer license you get 10 tickets with 4 more each year. For GD Star Rating Support you get 7 tickets with 4 more each year. For bundle packs of plugins or theme club membership, you get 12 tickets and each year you get another 6.
Also, you can purchase additional general support tickets. They can be used for any product you have purchased or even for general WordPress related questions. But, for such questions we can’t guarantee that we can help you.
Email support response is faster than for the forum, and for most queries, resolution time is between 6 and 24 hours. If the submitted query is more complex, response time is between 24 and 36 hours. Same weekend and non-work days rules apply as for the forum support. For most email questions sent while the support team is online, first response is typically under 2 hours.
Accumulated support tickets can be used as long as the license they are belonging to is active. Once the license is canceled, all remaining support tickets will be void.
Support terms
Before making support query be sure that you check that your system meets plugins requirements: server configuration (both mySQL and PHP) and WordPress version. If you use modified WordPress (changed some of the core files), and you have problems using the plugins, help can’t be provided because we can test with such modification in place. You also MUST use plugins downloaded from this website alone (lite or free editions can be downloaded also from WordPress.org), to avoid unauthorized modifications and ensure that we can help you at all.
Also, check the forum for previously discussed topics to avoid duplicating content, and to speed things up. Support forums can be used not only to reporting bugs, but you can also ask questions about any of the plugins features, you can ask for help in using plugins, integration, suggest improvements and more. All queries in the forum are subject to support time restrictions, but be sure that everything will be answered as soon as possible.
Support doesn’t include coding functionalities for you. If you have written a piece of code that should perform some function, and is not working we can help you and fix the problem, give advice on how to do things, help with templates (in case of GD Star Rating and GD Simple Widgets or themes). But we will not write whole sections of code for you that go beyond couple of lines of code that are examples of a function. For custom work that can be used to write new code and implement changes or modifications to plugins or themes, support policy doesn’t apply and for such work use contact form to ask for estimate for such work.
Fixing bugs
Dev4Press team will fix all reported bugs in the shortest period possible. In most cases that will be within 24 hours of the initial report, or maximum 48 hours for more complex problems. Bug fixing process will generate new plugin releases each day (nightly release), or in case that more than one or two bugs are fixed at the time, minor version of the plugin will be released as soon as possible.
Modifications support
If you need new feature for a plugin, you can use suggestion box. These suggestions are processed every few days and the most interesting and useful ones will be put into the implementation queue. Depending on the complexity of the feature this can take some time. Also, you may need some modifications done exclusively and quicker than it would take using suggestions, we will be able to provide such service. That will be available starting from February 2010, and by then a price list for such work will be announced. Also we will try to form a team of affiliated developers that can be contracted for this also.
Refund Policy
Due to the nature of services and products on Dev4Press, refunds can be issues only in some instances. If you purchase any plugin or theme, refund can be issued only within first 7 days after purchase if you didn’t downloaded plugin(s) or theme(s) you purchased and you didn’t accessed any of the premium only areas (premium tutorials and forums dedicated to purchased product). Also, refund can be issued only for payments made using Credit Cards or PayPal (ShareIt refund policy). For support only products (GD Star Rating), there is no refund.
