What are the expected response times for support?
Our support team is committed to helping you quickly resolve any issues with your WooCommerce plugins. We aim to respond to all support requests within 24 hours during business days.
Our Response Time Commitment
Standard Response Time: 24 hours or less during business days (Monday-Friday)
When you submit a support ticket or contact us via email, you can expect an initial response from our team within one business day. This response will either provide a solution to your issue or acknowledge your request and outline the next steps we’ll take to help resolve it.
Business Hours and Coverage
Our support team operates during standard business hours:
- Business Days: Monday through Friday
- Holidays: Response times may be extended during major holidays
- Weekends: While we don’t guarantee weekend responses, our team often checks messages and may respond to urgent issues
What to Expect in Our Response
When we respond to your support request within 24 hours, we will:
- Acknowledge your specific issue and confirm we understand your problem
- Request additional information if needed to better diagnose complex problems
- Set clear expectations for next steps if your issue requires further investigation
- Offer workarounds when available while we work on permanent solutions
Priority Handling
While we treat all support requests with equal importance, certain situations may receive expedited attention:
- Site-breaking issues that prevent your store from functioning.
- Payment processing problems affecting customer transactions.
- Security-related concerns that could impact your site’s safety.