Support Policy

This Support Policy defines the level of assistance you should expect from us for the GeoDirectory plugin, themes and addons.

Should you have any concerns about this Policy or do not accept it, please get in touch with us before using the Website.

We could revise the Support Policy at any time and from time to time you should review it to make sure that you are informed about any recent changes. This Support Policy is effective from 21 April 2014.

How we provide support

We provide Support Services in English, only through our Support System. Please refrain from posting in foreign languages. We do not provide Support through any other channel (including, but not limited to direct e-mail, Social Networks, Zoom or over the phone).

Support for Free Users (non-members) is provided for websites, where only the core plugin is installed and used. If addons are installed and used (even just one), the user will have to subscribe again before receiving support.

We exclusively provide support for the latest version of both the Core plugin, add-ons, and themes.

Before submitting a new Support Ticket, we kindly ask you to consult the documentation to ensure your question has not already been asked and answered. More often than not problems comes from conflicting plugins, before opening a new Support Topic, disable all non GeoDirectory plugins and see if problem goes away. If it does, activate the plugins again, one by one, to find the culprit. Knowing which plugin is creating a conflict will help us expedite assistance. If, through this investigation, your issue can’t be solved, you may open a new Support Ticket.

In the new Support Ticket, describe the issue with as many details as possible. Avoid posting images to show us what is not working. Images can’t be debugged. It is always better to provide a link to your website or to grant access via the AyeCode connect plugin.  We may also ask you to provide your login details or FTP credentials if needed to help you, or if the AyeCode Connect plugin doesn’t work on your server.

We support only our Plugins and Themes, and the service includes assistance with installation, setup, and use. Our Support Service doesn’t cover Addons and Themes sold by 3rd-party developers or resellers.

WordPress Support

We do not provide support for installing, using, or configuring WordPress or the theme used with GeoDirectory, unless it is a theme we developed. Please use the WP.org forums for WordPress support and the theme vendor support forum for the theme.

Customizations

We provide GeoDirectory and its addons as they are. We don’t provide customization services for them, nor do we support any 3rd Party customizations of our products. For customization, we consider any HTML/CSS/PHP/JS work that changes the way GeoDirectory and its add-ons look or function, in relation to how we made GeoDirectory and its add-ons available to you.

If you need customization services, we suggest you contact and hire a 3rd-party GeoDirectory Expert.

Bug Fixing

We will fix any bugs in GeoDirectory and its Addons as soon as brought to our attention. For critical bugs, we will immediately release updated versions; for smaller glitches, we will provide a solution right away as a patch through our Support System for your convenience, before releasing the official updated version (which will eventually include various patches) as part of our scheduled updates.

Support Forum – hours of operations

Our support hours are Monday to Friday, 09:00 to 18:00 (UK Time). We guarantee an answer within 24 hours to all Support Tickets, Monday to Friday, and within 48 hours on weekends. This doesn’t mean all solutions will be provided within 24 or 48 hrs. For more advanced or technical queries, it may as well take longer.

Should you wish to get in touch regarding membership-related issues or pre-sales questions, please email us through this form. We will respond to you as soon as possible.