What Our Support Service Covers

We only support our Products, sold on AutomateWP.com. Our Support Service includes assistance with MAH Template installations, configuration, and use. If you need help setting up or configuring your website, please first check the documentation and FAQs of the extension. Your question might have been answered already. If it hasn’t, please submit a support ticket.

Retired products are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket at our Helpdesk.

At AutomateWP.com, we offer support when your site is using the latest plugins, theme, and core WordPress software, and the previous two versions before that. This is often called L-2 or “Latest minus two versions”, where the version number is in the format of x.y.z – we focus on the second then first number. You can see the full release history of WordPress on the Releases developer page.

For example, if the current version of WordPress is 5.9.z then the oldest WordPress version we support is 5.7.z.

As part of the support and troubleshooting process, updating the to latest version often resolves any problems so we do recommend this initially. For more information about how to do this, please see our documentation – How To Update WordPress.

Bug Fixing

We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. 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 our Products supplied by Third Parties who are not our Resellers or Third Party products and services. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.

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

Customization

We provide our Products 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.

If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customized Products. Third Party services that some customers have found helpful include:

UpWork
Codeable

Product Support Channels

We provide Support Services through our support ticketing system inside the client area. We do not consistently provide our Support Service through any other channel (including, but not limited to Email, Facebook, Twitter, or over the phone) at this time.

You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you – if you do, please follow our documentation about how to pass the details to us securely. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.

Who handles Support for extensions purchased for WordPress?

On each product page, you can find information about who handles the extension. Some extensions are developed by our own developers and supported by our Happiness Engineers. These extensions are marked as “Handled by AutomateWP”.

Other extensions are developed and supported by certified extension developers. These extensions are marked as “Handled by [PARTNER]”.

When you have a question about an extension you purchased, this question will be sent directly to the developer of that extension. If the extension is maintained by the AutomateWP team, we will get back to you. If the extension is handled by one of our certified extension developers, your request will be sent directly to them. This ensures that you get the answers you need as quickly as possible, from exactly the people that are best equipped to help you.

Other support options

You may find relevant community forums or Facebook Groups to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it.

Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.

General Information

If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.

Incorporation by reference

This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:

Interpreting these Use Terms
Support Service
Passwords and Account Security
Your Privacy
Warranties
Liability
Documents and Notices

The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.

The defined terms in the Supplementary Glossary below in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.