Free support comes in two flavors. Help yourself or wait for my hectic schedule to give me a few free moments to answer questions in the forums.
This is the faster of the two flavors of free support. I am continually expanding the online documentation , it is far easier to have 10 people read the answer and help themselves than answer dozens of support forum questions every day. But please be patient. As the product evolves and new features added, it requires another 10 hours to update all the pages, content and menus. If you cannot find your answer check the FAQ and/or Troubleshooting More questions = less code time = less features or bug fixes.
If you need product support please post in the appropriate SLP forum. It provides an easy way to share your question and answers with the SLP community. Added bonus is there may be others who have experienced same and can readily share their experiences with you. Remember it is just one guy doing this (and sometimes I am able to hire a part-time support person to wade through the questions to better assist you!)
If the online documentation does not have the answers and you cannot wait for forum responses, then you can buy a faster and more in-depth response via email, or one on one as shown in the above list.
Just because you purchased an additional add-on pack does not entitle you to free support. Think of paid support as your way of saying “thanks for having spent a good amount of time over the past three years on this stuff so that I can click a few buttons and do some cool stuff with my website”. Seriously, I have hundreds of hours (if not thousands) into almost every app or plugin I list here. Store Locator Plus had over 1,000 man-hours put into it before I took it over.
Please see the menu options above for my rates for plugin-specific support requests. If you have custom consulting requests I do that too, but my rates are significantly higher.
Premier Subscription accounts have access to the Premier Support Forum. Questions posted in the Premier Support Forum are answered on a first serve basis. Most questions are answered within one or two business days.
Need a faster or personalized response? Email me and I will email you back within several time frames based on the level of paid support your purchase. Email responses are limited to resolution of a single issue. The cost for direct email responses varies by the time-to-respond option selected.
If you send an email WITHOUT purchasing a support request you will be redirected to the support forums without an answer.
Need me to login and look at something on your site?
Choose this option and send me your website login URL along with an admin username with password. I will login to your site and analyze what is going on. I will resolve any basic issues I can address within a half-day. If the resolution requires custom development I will advise you of additional costs before proceeding. If the problem is with your theme or plugin I will provide details about the issue so you can coordinate with the other plug-in or development teams.
Normal business hours are Monday through Friday from 10AM to 4PM EST (GMT-5) excluding holidays. I abide by the United States Federal Holiday schedule for MOST holidays and travel frequently. In addition, I try to carve out some quality time for my family. If you purchase a support option that includes a guaranteed response time and I am unavailable I will contact you at my first opportunity to notify you of the status. I usually set my email response to away mode so you will be notified when I am “offline” during what is listed as normal business hours.