Support Policy

Last Revised: May, 30th 2020.

This support policy describes the policies and procedures under which phpListings.com provides support services to its customers.

 

WHO IS AUTHORIZED TO SUBMIT SUPPORT REQUEST.

We accept support requests from customers with active phpListings.com software license. Pre-sales questions are accepted from anyone.

 

HOW TO SUBMIT SUPPORT REQUEST.

English is the only language accepted. We will ignore support requests that use different language.

We only accept support requests via contact form, support tickets and community forums. No other methods are available. Creating a ticket is a preferred way of submitting a support request.

We expect the contacting person to provide a full description of the issue, list steps to reproduce the issue and provide all issue-related error messages.

Separate support ticket for each issue is required.

When submitting a support ticket, make sure to specify the appropriate priority setting:

Critical - if the software is completely unusable and inaccessible to 100% of users.

Important - if the software is not operating within the documented functionality and it is impacting a majority of users.

Normal - standard support questions on how to use the software, installation or upgrade procedures assistance.

Low - if support request is a suggestion or an enhancement request.

Support services are intended to provide assistance for issues and questions beyond what is covered in the documentation. We expect the contacting person to search through documentation and community forums before submitting a request to make sure the issue hasn't been resolved already.

When contacting via email, please, use the email address of your phpListings.com product order or include your product license key so we can identify your order.

 

HOW PHPLISTINGS.COM RESOLVES AND CLOSES SUPPORT REQUESTS.

The support request resolution may take the form of an explanation, recommendation, instructions on how to fix the issue or code patches.

We may request your host access information including FTP or SSH account credentials.

We will notify the request author and close the ticket for issues outside the support services scope.

If we do not receive a reply within 5 days we will close the issue and mark it as solved.

For critical bugs we will release an updated version immediately. Low priority fixes will be included into the next minor version release.

We guarantee a support request reply within 24 hours during working days and 48 hours on weekends.

All the information you provide is confidential and is available to our support team only.

 

SCOPE OF SUPPORT.

Pre-sales questions.

Assistance with software installation, setup and upgrade.

Basic product functionality questions.

Bug fixes.

Enhancement and feature requests.

 

SUPPORT HOURS.

Our support hours are Monday - Friday, 8 AM - 4 PM EST.