We’re here to help if you have any queries with our plugin or any of its extensions. If you’ve been unable to find a solution to the problem you are experiencing within our support documents, log a ticket below and one of our agents will get back to you as soon as possible.

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  • 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.

Non-Paying 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 GitHub repository.

Paying Customers

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.

Compatibility Problems

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.

Acceptable Behaviour

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.

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