This support policy describes what support you can expect from us for the Posterno plugin. We may amend this support policy occasionaly, so you should check this page from time to time to ensure that you are aware of any changes that have been made. Any major changes will be covered in our blog. This support policy is effective from the 18th February 2019.
If you have any pre-sale questions, please use the contact form here.
General support hours are Monday to Friday, 9am to 5pm (GMT+0). During this time, we can generally provide feedback on any support queries within 12 – 24 hours, whilst we will also commit to answer any queries outside of these hours within 36 hours.
Support focuses on topics like installation and configuration of the plugin, usage of plugin’s features and potential bugs fix. Support will not be provided for custom modifications or integrations of “X” features with this plugin.
If you are requesting modification help, which only requires us to publish 2-3 lines of code, we will be glad to assist you. However, if your request requires custom queries, testing, or several lines of code to be published, we can only provide very basic guidance and you would then need to hire an external developer of your choice if you don’t have the skills to implement it yourself.
It is our commitment to fix any product’s bugs as quickly as possible after they are brought to our attention. Sometimes we will also try provide a solution via the ticket/knowledge base for smaller bug fixes, after which we will update the core product package.
Posterno.com has the right to revoke your access to the support area in the event of abuse towards support staff and/or other users, including, but not limited to: