Our Support Policy

What Our Support Service Covers

This Support Policy describes what support you can expect from us in regards to our plugins.

We may 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 August 1, 2018.

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 Service Covers

We only support our Products, sold on GoldenKeyLabs.com. Our Support Service includes assistance with installations, configuration, and use for users with paid and active licenses. 

If you need help setting up or configuring your plugin, please first check the documentation and FAQs of the plugin. 

Your question might have been answered already. If it hasn’t, please submit a ticket here.

Bug Squashing

We will fix any defects in our plugins as quickly as possible after they are brought to our attention. If you think you have found a 🐞, please let us know by submitting a bug report here. If you want to speed up the process, make sure to follow the steps in our self-help guide first. If you don’t, we might ask you to go through those steps.

What Our Support Service Does Not Cover

Our Support Service does not cover Third Party plugins or WooCommerce issues/questions.  

We also do not give general WordPress support. You can find resources and and answers around WordPress in the WordPress.org forums

Customization

We provide our software as is. While we can help you to configure our products within the capabilities of each plugin, we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.  

That being said, we are always looking to make our products better, so if you have something you would like to see added, please let us know by contact us and submitting a feature request.

Support Channels

We provide support only through our support center. 

We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.

You will need to submit a ticket using the Helpdesk to take advantage of our Support Service. *please note: we will not login to your site at any time, we will only be able to give you basic support.  Advanced, under-the-hood issues will need to be handled by you or your team.

Miscellaneous

Our general support hours are Monday to Friday, 9:00am to 5:00pm (Central Standard Time; convert to your timezone). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

If you would like to contact us regarding account-related issues or pre-sales questions, use our Support Center.

We will respond to you as soon as possible.

Thank you for being part of the Golden Key Labs Family! 

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