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 users. If you want to become a valid premium user and get support, you have to-
- Purchase our plugins/products from our official website wpmagicbox.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.
What Our Support Covers
We only provide support for our products that are sold from wpmagicbox.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 wpmagicbox.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.
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.
What Our Support Does Not Cover
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.
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.
wpmagicbox.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 wpmagicbox.com 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 [email protected]
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 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 . Please follow the instructions provided by our technical team members on how to provide the details securely.