Priority Support Subscribers
Your support issues are important to me. As a premium support subscriber, I want to be able to give you top level support as quickly as possible.
In order for support issues to be handled in a timely fashion, premium support subscribers should use one of the following methods:
- Use the contact form on the web site to initiate email support. When you submit an issue through this form, your message will be tagged and filtered into a specific folder. When you are logged in with an active subscription, your message is tagged as priority support.
- Alternatively, you may post your question to the support forum. Keep in mind that this is neither faster nor slower than email support since the forum notifies me of new posts via email and these are tagged similarly to the email support.
Both methods are offered for you to use based on your personal preference. Just keep in mind that you don’t need to use both for the same issue.
One thing I request is that you don’t email directly for support. This is NOT because I don’t want your message – quite the opposite – it’s so that your message gets handled in a timely fashion. When you send a direct email, it just ends up in the inbox – along with a pile of other email. I receive a large volume of email which includes messages that are unrelated to supporting plugin users.
When you use one of the methods mentioned above, your message will be tagged as priority support and filtered into a specific folder that is monitored closely and is checked daily.
Support for Plugin Extensions
If your question is regarding support for a plugin extension and you have a current updates license for that extension or a current pro bundle subscription, please use the Plugin Extension Support form.
Note that if you are not a current user of an extension and your question is related to pre-sales and/or functionality, use the general form instead.
If you are not a pro bundle or core support subscriber, please use the general form. Please keep in mind that this plugin has a lot of users, and I receive A LOT of support requests. I do what I can to help, but if you need support, then please consider a support subscription.
In all cases, do not use direct email. That puts your request outside of the process for managing support requests. Your message is in my general inbox with a mountain of other messages. I may or may not see it. If you want a timely response (and I would assume you do), then use the form to open a new request. (Once a request is open and responded to, you can respond to that thread if it’s related to the same issue, but open a new request for anything that is unrelated.)