Support Policy

Product Support Channels

We encourage you to check the MainWP Help Documents site before submitting any support request.

If you are not able to find an answer on the MainWP Help Documents site, we will only provide support via a Help Desk Ticket from your MainWP “My Account” page.

We do not provide support via Facebook, Twitter or any other social media platform, nor do we offer phone support.

For account related issues please contact us via a Help Desk Ticket.

If you have a pre-sales question please send it using the  Pre-sales form

Support Hours

Our general support hours are 7 days a week 08:30 to 19:00 (GMT-5). During this time, we strive to respond to all Help Desk Tickets within 60 minutes. More advanced or technical queries may take longer.

Support staff may answer questions at times not covered under the support hours at their convenience.

Support Coverage

We can only support the products which we developed. We will provide you with help regarding installing, setting up and using the products purchased from MainWP.com or our Extensions sold through our official https://MainWP.Com/Extensions page.

We do not provide general WordPress support. Please use the WP.org forums for general WordPress support or try a solution such as WP Fix It who will fix general WordPress issues for you.

We can not provide support for 3rd party plugins, and all 3rd party plugins should be updated to their latest versions and disabled before contacting us for support to eliminate any plugin conflicts.

Customization

We can not offer support on the customization of our products. Support is provided for our products as they are intended to function out of the box. Anything that changes the way they look or function by default is considered customization. We will do our best to offer advice and direct you to the appropriate resources if we are able to.

We recommend the following paid services if you wish to customize our products:

Bug Fixing

It is our commitment to fix any bugs as quickly as possible after they are brought to our attention. We will also try provide a solution via our forum for smaller bug fixes, after which we will update the core product in our scheduled updates.