Support Policy

At eMD Plugins, we're dedicated to providing exceptional support for all our users. This policy outlines the different support options available and how to access them, ensuring you get the help you need to succeed.

By using our plugins, you agree to this Support Policy.

Support Tiers

We offer three support tiers to meet your needs, each with increasing benefits:

Free Support

• Self-Service Resources: Access our comprehensive Knowledge Base powered by the Knowledge Center Enterprise plugin filled with articles, tutorials, and FAQs to troubleshoot common issues and learn more about our plugins.
• Ticket System: Submit support tickets through our user-friendly WP Ticket Enterprise plugin if you can't find the answer in the Knowledge Base. Please note: Free Support response times may vary due to high volume, and tickets are handled on a first-come, first-served basis.

Pro Support (Valid Software Usage License Required)

Everything in Free Support, Plus:

• Faster Response Times: Get your questions answered quickly with priority support platform from our dedicated support team.
• Live Chat (For Enterprise Users Only, By Invitation): Enjoy real-time assistance through live chat with our support team during business hours (Monday-Friday, 9:00 AM - 5:00 PM EST). Please note, live chat is by invitation only for Enterprise users.

Expert Services

For issues beyond the scope of Free and Pro Support, consider our Expert Services. This premium service provides access to experienced developers who can tackle complex tasks and customizations.

Support Matrix

The following table clarifies what is included and excluded from Free Support:

When to Consider Expert Services

If you encounter any issues listed under "Free Support Does Not Include," we recommend our Expert Services. This premium service offers specialized expertise for complex tasks, faster resolution times, and a secure, optimized environment for your software.

How to Access Expert Services

1. Purchase the initial Expert Service hour and log in to your account with the provided information.
2. Open a support ticket detailing your needs, including screenshots or videos if available.
3. Provide your site login credentials (username and password).
4. Confirm your availability based on Eastern Standard Time (EST).

Our Expert Services Process

1. Upon receiving your purchase confirmation and site login information, we will:
   • Identify the issue and estimate the resolution time.
   • Provide a fixed price for additional support hours needed (if applicable).
2. We will only commence work upon your approval and payment (if necessary).
3. We will document the resolution and seek your confirmation.

Expert Services Refund Policy

Please note that the initial support hour for Expert Service is non-refundable. Additional hours beyond the initial estimate will only be charged with your approval.

How to Get Support

• Free Support: Access our Knowledge Base or submit a free support ticket.
• Pro Support: Submit a support ticket using your valid usage license key or utilize live chat during business hours (exclusive to Enterprise users, invitation only).

Additional Information:

• We continuously improve our support resources and documentation for your benefit.
• We reserve the right to modify this policy at any time without prior notice.
• All support requests must be submitted through our dedicated support system powered by the WP Ticket Enterprise plugin. We do not accept support requests via email.
• We reserve the right to decline support for abusive behavior or requests outside our service scope.
• Support hours are limited to business hours (excluding U.S. holidays).
• We value your feedback! Contact us with any questions or suggestions regarding our support policy.