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FAQ

Support Policy

This guide applies to:

  • Basic
  • Professional

Introduction

Draw Attention’s plugin support is here to help you set up the latest product version as advertised. We have a dedicated support team that’s happy to answer all of your questions related to setup, feature suggestions, or concerns. Please continue reading to learn more about our Support Policy.

Our response time varies, with most tickets getting an initial response within one business day. And we generally provide support Monday – Friday. We’ll respond by the following business day if you email over a weekend or holiday.

We do not provide either live chat or phone-based support. Our Support Email is the best and fastest place to seek help.

How to Receive Support

All customers (free and paid) are welcome to contact our support team. We have a variety of ways for you to reach out to us. This includes:

Free Basic Edition

Customers using our Free Basic edition also have the option to reach out through our WordPress.org plugin forum. We monitor these forums daily.

WordPress Draw Attention Support Forum

As part of our Support Policy, the Support Team operates during the following business hours:
Monday – Friday, 9 AM – 5 PM (PST).

Bug Fixes

If we discover a bug affecting your plugin install, we will create a work ticket for our team to continue troubleshooting, and we will try our best to release a fix for it in the upcoming maintenance release.

The biggest challenge with bugs is reproducing the problem consistently enough for us to track it down. Because of that, the ETA for bug fixes depends on a couple of different factors, including:

  • the severity of the bug,
  • how many customers is this affecting and
  • how many other bug tickets do we have in the queue?

It’s hard to guarantee turnaround time for bugs, but if you can provide us with credentials, details, steps to reproduce, etc., this can make the troubleshooting process a lot shorter!

If you’d like to speed up the troubleshooting process, you can email us details regarding login credentials.

Questions We Love to Answer

We enjoy answering everything from Draw Attention setup questions to whether this is a good fit for your business. For example:

  • “Can you help me understand a certain feature and give me pointers on how to set it up?”
  • “I’m trying to set up the plugin, but I’m experiencing difficulties. Could you help me sort this out?”
  • “I followed the tutorial, but the plugin is not working as expected.”
  • “Could you help me with my account?”
  • “I require X, Y, and Z for an interactive image. Is this a good fit?”

Unsupported Plugin Issues

As much as we’d like to make the plugin for everyone and work in every situation, we can’t extend our support for these types of requests:

“I need to add extra functionality.”

“I would like to integrate the plugin with a third-party plugin, theme, or service.”

As much as we’d like to help set up additional services to work with Draw Attention, our team is just not equipped to handle support for other platforms, and we don’t have control over how their software works.

“Your plugin is currently doing X. Please help me modify the code to make it do Y.”

We’re happy to take feedback and add your suggestions to our to-do list, but we can’t always get around to all of our customer requests.

If you aren’t a developer or don’t have time to write custom code, we partner with a great company that helps our customers do integrations and custom work. You can get more info and get a quote here.

“Can you write me a custom CSS snippet or modify an existing PHP snippet?”

You’re welcome to modify the plugin yourself or with the help of a developer using our CSS and PHP guides. But our support team is not equipped to handle this level of customization.

“How do I set X up in WordPress/my site.”

We can only provide support for Draw Attention; we cannot extend support to other plugins or services that are out of our control.

See a question that isn’t answered in our Support Policy? Please get in touch with us.

Still stuck?

File a support ticket with our five-star support team to get more help.

File a ticket

  • Please provide any information that will be helpful in helping you get your issue fixed. What have you tried already? What results did you expect? What did you get instead?
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