Support Policy

Being a customer, you may want to know how far you can get support from us. To make things easier, here is our support policy.

Support eligibility:

We only provide support to our valid premium users. If you want to become a valid premium user and get premium support, you have to-

  • Purchase our plugins/products from our official website weDevs.com.
  • Reach out to us with your purchasing email address.

We do not provide support if the plugin has been purchased from any other website or if you reach out with any other email addresses.

Please remember that we will NOT be liable for any harm on your site because all the other sources selling our products are unlicensed versions of the plugin. Most of those unlicensed plugins may or may not include viruses, malware, trojan, or malicious codes to fetch your personal information from your site, which imposes security risks on your site.

Support response time:

We provide 24/7 support, and we have rotating shifts for our hard-working employees. But sometimes it may take more time than usual based on the rush or a long queue.

We always maintain a queue as in “First come, first served”. If you do not get a reply within 24 hours, we request you to keep patience, as we believe in the “No one shall be left” motto 🙂.

What Our Support Covers

Basic:

We only provide support for our products that are sold from weDevs.com, as stated earlier. You will get the following service from our support:

  • Assistance with installations & configuration
  • Usage and guidelines
  • Fixing bugs and issues

At weDevs.com, we offer support when your site uses the latest version of our plugins, as well as the two previous versions before that

Updating the latest version often resolves any issues when troubleshooting and providing support, so we recommend it as a first step. You can find more information about this process in our documentation - How To Update Our Plugins[Another doc/article link].

Bug Fixing:

We will always fix any bugs in our products as early as possible after they are brought to our attention. If you think you have found a bug, feel free to let us know by creating a ticket [support menu link], or you can submit a bug report in our Github repository[GH repo create new issue link].

What Our Support Does Not Cover

Basic:

We do not provide support for everything on our site. To avoid surprises, please find them below:

  • Support to any null plugin users
  • We do not teach CSS, Javascript, PHP, MySQL, and customizing JS/PHP code.
  • SEO consulting. Please contact an SEO expert for these matters.
  • General WordPress support. You can find resources and answers around WordPress in the WordPress.org forums.
  • General WooCommercesupport. You can find resources and answers around WooCommerce in the WooCommerce Support forums.
  • Site Migration-related assistance.
  • Compatibility problems with any third-party themes/plugins.

Customization:

We provide support for our products as they are developed and published. Any type of modification or customization is not included in our support service. If you need any core customization or have any personal requirements of your own need, you can hire a developer or contact our weLab team to get a paid solution.

Moreover, if you need site maintenance service, you can get our weCare service.

Why we do not provide customization:

To provide the best possible customer support, we need some constraints to ensure that our support team can provide the best service. Assisting with customizations and modifications takes extra time, which can divert our support engineer's attention away from another customer who is experiencing a valid issue. And sometimes that customer can be you.

Mature/Adult Content or NSFW (Not Safe for Work): You may use our products on any mature content website. But we neither promote nor provide support to any Mature Content or NSFW (Not Safe for Work) website.

weDevs.com does not suspend accounts or licenses for mature content. You will still receive updates to our plugins when the updates become available to your weDevs account.

Product Support Channels:

We provide support related to the pre-sales queries through Live Chat and technical support through the Helpdesk. Or you can directly mail us at support@wedevs.com

We do not provide support through any other channels like Facebook, Whatsapp, Twitter, phone, or any other way. All the social communities we have are for free discussion related to the products between the users.

Please bear in mind what we do support [link to - “What our support cover” section] while creating a support ticket. We may ask for your site credentials to check your site thoroughly in any case if we need to assist you. While providing the site credentials, Do not forget to keep a backup of the entire site (A backup taken article will be written). Please follow the instructions provided by our technical team members on how to provide the details securely.

By providing the site credentials, you agree to give us full consent on any kind of checking or modification needed to find the issue on your site. When we do intense debugging, there could be some errors in the front-end due to unwanted data loss or modification. That is why we always prefer staging/duplicated site credentials.

Please do not share the credentials to your site with anyone as it compromises your personal information. Any information you submit to us through our Helpdesk will be handled with strict confidentiality. Only you and our support team will have access to that acknowledgment.

Supplementary Glossary:

Helpdesk - https://wedevs.com/account/tickets

Refund Policy - https://wedevs.com/refund-policy

Terms of Service - https://wedevs.com/terms-of-service