Product Support Policy

Documentation Article

Product Support Policy Documenation Pee Aye Creative

Here at Pee-Aye Creative, we are committed to our products and to our customers. We make every effort to reply quickly and provide professional and personal service. Before contacting us for support, we strongly recommend getting acquainted with our product support policy outlined below. This will help both parties get to the answers and resolutions faster. The purpose of this guide is to simply lay out some basic expectations and provide instructions on how to get support.

How To Ask For Support

1. Check If You Have An Active Subscription

The first thing to note before asking for product support is to check if you have an active subscription, which is required for support. You can check your Account if you are not sure. To learn more about the requirements for having an active subscription, please check our Product License Policy

2. Reference The Product Documentation

We are happy to help you with anything you need related to our products. If there is any issue or concern with your product, please browse the documentation first to see if we have something that addresses it (HINT: We probably do!). If you have a question not covered in the documentation, or if you face any technical issue, please proceed to step #3.

HELP US ALL: We get emails every day from customers who never even read or reference the documentation and ask  questions that are clearly explained there. We love to answer questions, but please do us both a favor and look for what you need before contacting us.

4. Keep Some Expectations In Mind

All Software Has Learning Curves

If you are new to our products or even Divi, and are unsure about something, that’s very normal. All software has learning curves. We try to make our products as intuitive and seamlessly integrated into Divi as possible. If you are familiar with Divi, you will be familiar with our products.

Response Timeframes

We have incredibly fast responses times compared to the industry in general, and are proud of this. We achieve this with a very small team by two of us (Nelson and Sumaira) taking turns checking email at least twice a day, ensuring we see your emails within hours. We also check emails on the weekends as much as possible, although not as quickly. As for technical fixes, we usually have these completed within 24 hours of receiving access, but some issues can take longer.

We Probably Don’t Know About The Issue

We totally understand that facing technical issues can be frustrating, especially when you have long, tiresome days and approaching deadlines. However, keep in mind that even if you are facing an issue, your message to us about it is almost always the first time we are hearing about that specific issue. We fix every known issue in updates, so unless we are preparing an update now, we probably don’t know of the issue you are facing, and it probably only happens on your site.

Be Nice Please

We appreciate those who ask questions in kindness and treat us like real human beings. If there is a problem with one of our products, let me assure you we did not do it on purpose just to annoy you. We obviously do not want there to be any issues with our products. If you notice a problem with one of our products, it helps every user if you report those to us. The best way to approach us with a support request is to present the issue you are facing as a question. Remember, we do care about you, and want to help!

Login Access May Be Required

Due to the nature of millions of possible scenarios of different code, plugins, themes, servers, caching, versions, and so much more in WordPress, there are many issues that only happen on your website that we cannot replicate on our own websites. In these situations, we will ask you to provide login access to your site so that we can investigate it and get it resolved. If this is required, will provide instructions about how to create a support user account for us.

5. Understand Limitations

Support vs. Customization

We are very eager to help solve any technical problems with our product. We also are very active helping people in the Divi community with our tutorials and free advice. However, there is a fine line between support and customization that needs to be mentioned. This is usually not an issue, but occasionally we get asked about things that are clearly beyond product support. Don’t get us wrong, we love to help! But we don’t provide for our family by working for free, so in these situations we will kindly let you know, and just ask you to be mindful if what you are asking is customization or an actual technical issue with our product.

We Cannot Access Local Servers

If you are working on a local server, most likely we will not be able to help you until the site is on a live server where we can access it, since almost all technical support queries require at least visiting the website to replicate the issue and check the code and browser console for errors.

Coming Soon Or Password-Protected Sites

If your site has coming soon mode enabled, the only way to access the site is by logging in with a user account (see below).

If the frontend of your site or page is password protected, please provide the credentials to bypass that so that we can at least access the frontend site for basic troubleshooting.

6. Send Us A Message

After checking the information on this page, and realizing the issue is within the scope of the Pee-Aye Creative support policy, please go to our support page and select the “Technical Problem” option in the dropdown, and we will be happy to help get this resolved for you! While completing the form, keep the items from steps #5 and #6 in mind.

To that one person: I can hardly believe I have to say this, but if you refuse to cooperate, lie, falsely accuse, make threats, use inappropriate language, or behave in an unethical or unprofessional manner with our support team, keep in mind the terms of service you agreed to when making the purchase legally allow us to refuse service and terminate your account.

Last updated March 29, 2024

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