Everyone's idea of "adequate time" for a response to their support request is certainly going to vary. For sake of clarity, we will briefly define our support priorities and anticipated response timelines here.
Support requests for both Priority Support and Forum Support are prioritized based on the type of request. Support requests for current plugin functionality and features is handled first. Requests related to customizations or other general queries are secondary to those requests and will be handled as soon as possible thereafter.
Priority Support is reserved for Developer License holders with active license keys. Please note that Priority Support is still a queue and requests are handled in chronological order from the time they are received based on the criteria listed above. During our posted support hours, we will endeavor to respond to all Priority Support requests within 24 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate with the member as needed to gather more information to help resolve the issue.
Forum Support is open to all license holders with active license keys. Please note that some sections related to Add-Ons, etc are restricted to only Business or Developer license holders with active license keys. During our posted support hours, we will endeavor to respond to all requests within 48 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate with the member as needed to gather more information to help resolve the issue.
Support requests posted on the support forum may take longer than 48 hours to receive a response when posted on a weekend. Our office is closed Saturday and Sunday and therefore that will delay the response time.
Inquires posted through our general contact form will be addressed and replied to as quickly as time allows between Priority Support tickets and Forum replies. Inquiries will be prioritized based on the type of request (i.e. support access issues will be addressed ahead of pre-sale questions, etc.)
Of course, we will be happy to answer all requests as quickly and completely as possible but ask that members allow us adequate time to help others in the support queue. Your patience is greatly appreciated.