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For our records
We'll use this to communicate with you
The web address where you have our plugin(s) installed
Which of our products is troubling you?
Select a Product Select a Product Email Support Easy Digital Downloads WooCommerce Canned Replies Ratings and Satisfaction Knowledge Base Integrations Custom Ticket Status Reply Approvals Email Signatures MailChimp Integration
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The more detail the better. If we need to contact you to ask for more information, it only causes delays
If we can see what you see, it makes troubleshooting much easier
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Who we are
We develop, maintain and support the
KB Support plugin which is freely available to download and use for website owners utilising the WordPress platform. Our website address is: https://kb-support.com. What personal data we collect and why we collect it
Orders via our Store
We collect information about you during the checkout process on our store. This information may include, but is not limited to, your name, billing address, shipping address, email address, phone number, credit card/payment details and any other details that might be requested from you for the purpose of processing your orders.
Handling this data also allows us to:
Send you important account/order/service information.
Respond to your queries, refund requests, or complaints.
Process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests.
Set up and administer your account, provide technical and/or customer support, and to verify your identity.
Additionally we may also collect the following information:
Location and traffic data (including IP address and browser type) if you place an order, or if we need to estimate taxes and shipping costs based on your location.
Product pages visited and content viewed while your session is active.
Your comments and product reviews if you choose to leave them on our website.
Account email/password to allow you to access your account, if you have one.
If you choose to create an account with us, your name, address, and email address, which will be used to populate the checkout for future orders.
We collect and store information about you during the ticket submission process on our website. This information may include, but is not limited to, your name, your email address, and any additional details that may be requested from you for the purpose of handling your support tickets.
Handling this information also allows us to:
Respond to your support requests, questions and comments
Send you important account/support information
Set up and administer your account, provide technical and/or customer support, and verify your identity
Additionally we may also collect the following information:
Your location and traffic data (including IP address) if you create, or reply to a ticket
Your comments and rating reviews if you choose to leave them on our website
Your account email and password to allow you to access your account, if you have one
If you choose to create an account with us, your name, and email address, which will be used to populate the submission form future tickets
When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.
If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.
If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.
If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.
When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select "Remember Me", your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.
Embedded content from other websites
Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.
Who we share your data with
We do not share your data with any 3rd parties.
How long we retain your data
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.
Payment and Support Ticket data are also retained indefinitely. This allows us to ensure we are providing you with the correct products and are able to review the history of any support tickets you may have participated in.
For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
What rights you have over your data
If you have an account on this site, or have made purchases, created (or replied to) a support ticket, or left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.
Send such requests to
firstname.lastname@example.org clearly stating your name and email address. Where we send your data
Visitor comments may be checked through an automated spam detection service.
I have read and agree to the terms and conditions
Paying Customers are customers that have an active and valid license for one of our premium extensions
Non-Paying Customers are customers who use the free KB Support plugin with no paid extensions Logging a Support Ticket
We maintain our products to the highest possible standards so when we receive a report that a user is experiencing an issue, we do our utmost to assist as quickly and seamlessly as possible.
Before logging a support ticket, it is expected that you have reviewed our
Support Documentation for the answer to your query.
Tickets that are submitted with insufficient information to allow our agents to effectively troubleshoot will immediately be placed on hold and the customer will be notified as to why. No agent will further review this ticket until subsequent information is provided and in the event that this information is not provided within a reasonable timeframe, the ticket may be closed.
Whilst KB Support is a free plugin which is distributed under the GPL License, we provide best endeavour support to all customers.
We try our best to respond to each ticket logged, however non-paying customers may not receive any offer of personal assistance in order to resolve a support ticket. That does not indicate the issue is not being addressed. If the issue is due to a bug in our code, it is likely the appropriate resolution will be addressed within the next plugin update. All plugin issues can be viewed on our
Paying customers who have a valid and active license for one of the KB Support
extensions are entitled to a higher level of support and therefore our support agents will be much more interactive with you in order to resolve issues as quickly as possible.
If a bug is identified that is deemed by both parties as being disruptive to your business, every effort will be made to resolve the issue and apply it by way of quickly releasing an update to the plugin via the WordPress update mechanism. This update will be available to all customers.
Configuration and Design
Whilst we are happy to guide you with any element of our products, support does not include the setup or customisation of any products, or the maintenance of your website, web server, or WordPress installation.
Documentation is available to assist you with setup, configuration and customisation tasks.
If you would like to enquire about paying for such work, please
get in touch and we'll be happy to provide you with a quote. Response Times
We aim to respond to all support tickets within 24 hours of the ticket being submitted. In most cases we respond much quicker than this.
We aim to fully resolve any reported issue within 3 business days of the ticket log date, however depending on the nature of the problem this is not always possible. If an issue is severely impacting the ability for your business to operate effectively, it will be assigned the highest of priorities.
From time to time an issue may arise as a result of a conflict with another plugin or theme. In order to identify the exact cause we may ask that certain plugins and/or themes be deactivated for a short period.
Once the compatibility issue has been identified, we will determine if we are able to resolve within our own products, and if this is not possible, we will provide you with the information you need to contact the relevant plugin/theme author.
Our Support Agents will be courteous and friendly at all times and we expect the same from our customers.
Any abusive language or threatening behaviour towards any of our agents will not be tolerated and may result in your user account within the KB Support network being revoked.
Once revoked, you will no longer be entitled to support, purchase or renew products, or request a refund. Any existing active licenses you have will remain valid until the end of their term. You will therefore continue to receive updates via the WordPress plugin updater but support will not be provided.
In extreme cases, we reserve the right to deactivate your licenses without refund. Under these circumstances, updates will no longer be available for you.