Support Policy

Contacting Support

Support is provided via our helpdesk and via email.

To contact support, please use the help icon which can be found on the bottom right corner of your account area and this website.

We may provide support via our social channels but you are not guaranteed a response here.

Support Hours & Response Times

Our helpdesk team are scheduled to be online 7 days a week.

We may provide a live chat option and this depends on current support load.

We always provide a support ticket option and aim to reply within 24 hours.

Support Scope

Our support is for the products and services we provide you.

We may offer you support and help in other areas at our discretion.

Some examples of support out of our scope include:

  • General WordPress Support
  • 3rd Party WordPress Plugins
  • External Services such as Email
  • Malware Issues

 

We will always respond to your queries and will help you to the best of our knowledge with advice.

Feature Requests

We welcome your feature requests and suggestions.

There are no guarantees that we will implement your feature requests. This depends on the scope, feasibility and the wider impact on our products.

We will survey all our members when considering new features where applicable.

Bug Fixing

We are committed to fixing bugs and issues as soon as we can.

We know how frustrating it is when a product doesn’t work as expected. If for any reason we cannot fix the issue quickly, we will try to find an alternative solution for you.

We have over 10 years of experience with web software development and will always prioritise bugs and issues.

Our Support Policy was last updated on 2nd March 2021.

WAIT...Before You Go!

Try Fresh Cloud for 30 days, Risk Free

If you are not absolutely blown away, get a full refund with no questions asked.