Here are the support paths and the response times you can expect:
- Paid Customization – Customization options will be considered for SLP SaaS Enterprise level customers
- Paid Support – 3-Day Email : 3 business days
- Premier Member – forum posts or direct email : usually 1 – 3 days
- Forum Posts – forum reply : 1 – 5 days
Some Notes About Support
We can help you most efficiently when you tell us as much as possible about your WordPress environment. Please read the Posting Guideline to receive the quickest response. At a minimum a link to the site where you have Store Locator Plus installed and a list of all your SLP plugins and/or add-ons and their versions . These can be found under the Store Locator Plus Info/Environment tab.
We always try to answer people as quickly as possible. We will respond directly via email if you have a scheduled customization week for your project or you have purchased next day login support. The days where we do not have something on our schedule for one of our 40,000+ active customer sites are few-and-far between.
With any of the support options we complete the support/customization projects we are currently working on before going to the next request. Most issues are addressed in one or two days.
We want our plugin to work on as many sites as possible without any issues. There are billions of combinations of plugins, themes, interfaces, and WordPress versions that impact how our plugin operates. Please check the version of the SLP plugin you are using. With over 40,000 active customer installations and so many possible combinations of software configurations updates are usually the best way to go. Follow the Best Practices before updating.
The Forums are a free support venue. Most questions are answered within a few days. Forums allow for sharing of questions and answers with the community which prevents the same question from coming to our inbox multiple times. It also provides an opportunity for users to help each other when our support team is not available.
Please note: many questions are answered in the online documentation. Please review the documentation before posting in the forums. Also do not add to others posts unless you are offering a solution. Please review the Posting guidelines.
Customers with an active Premier Subscription have access to the Premier Support Forum. Questions and issues posted in this forum take precedence over all support inquiries other than paid customizations or same-day per-incident requests. If you require an immediate response and require personal attention to assist with an issue you are having with a plugin sold on this site, the Premier Subscription is the best support option available. In addition to faster responses you also have an influence over the features that appear in upcoming releases.