eMDPlugins Support Services
We’re committed to providing excellent support service when you invest in our products. Our business hours cover Monday through Friday, 8:30 AM to 6:00 PM US Eastern, excluding major US holidays.
Expert Support Service FAQ
What you need to do to get started
- Purchase Expert Service initial hour and login to your account. The login information will be sent to you via the purchase receipt email.
- Open a support ticket. In your ticket:
- Explain your need in detail, provide screenshots or video if you can.
- Provide the login information (user name, password) to your site. At minimum, we will need to access to WordPress directory either directly from operating system or WordPress dashboard.
- Provide your availability based on Eastern Standard Time(EST) if we need you.
How we will proceed
- We will login to your site:
- Identify the issue.
- Estimate how long it will take us to fix it.
- Provide you a fixed price if the resolution time exceeds the initial hour. You need to purchase the required support hours to start up the project.
- Start working on your site after your approval and payment(if necessary).
- Document the resolution.
- Ask for your confirmation that the issue is resolved.
- If you confirm the resolution fixed the issue, we will close the project.
Please note that in case you do not prefer to go forward with the project, the initial support hour is not refundable. If the project implementation exceeds the time frame estimated by our solution specialist, you do not get charged for additional hours.
Your decision to purchase additional Expert Service support hour(s) means you read, understood our support policy and are in agreement with us on possible resolution.