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Support Policy

This Support Policy describes how we provide our support service to you after your purchase.

We only cover support for products that you purchased on GPL Suite. Your first step at getting technical support is to check our FAQ. Please, make sure that you’ve studied the product documentation and referred to the FAQ before contacting us.

Support is offered through ticket system on our website (in main menu SUPPORT TICKETS). We are very fast in providing answers, but we are not immediate. Every support request will be added to the support queue, and will be processed as soon as our team members are available.

We provide technical support ONLY through our support ticket system, NOT by chat, website comments, Skype or any other social media. Support Tickets button is the only way to access the technical support.

Support requests are being processed on business days from 09:00 AM – 06:00 PM (UTC + 1) in the order they were received. Please note that most of them are handled within 24h – 48h, but sometimes (in very rear and complicated cases) you will have to wait 3-5 business days for our response.

Of course, we always want to provide our support to you as quickly as possible. However, we understand that, to achieve that goal, we also need to balance our work and life.

Please note that in some cases to solve a technical problem you must provide us WordPress and FTP access. We cannot take any responsibility for damages caused by crucial information leaks. So we highly recommend you to change your WP-admin and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.

What our support service covers:

  • Installation and general usage advice
  • Answering technical questions about products
  • Sample data import assistance
  • Update or migration assistance
  • WordPress general support related to products
  • Solving licensing problems

What our support service DOES NOT cover:

  • Product installation/configuration
  • Product modifications and customization
  • Demo data installation
  • Custom programming or any other freelancing work
  • Fixing issues related to compatibility between different themes and plugins
  • Fixing issues related to compatibility with different versions of WordPress
  • Fixing developer bugs issues
  • Server configuration or fixing complex individual server-side issues
  • Update, migration or repair service
  • WordPress general support not related to products
  • Any other things that are not related to products
Last update 01 January 2023

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