Here at Pee-Aye Creative, we are committed to our products and to our customers. Existing customers already know that we try to reply quickly and provide professional and personal service. Normally it is I, Nelson the owner of the company, replying from my personal email account, often at night, on weekends, or whenever I get the notification.
The purpose of this policy is to lay out some basic expectations, provide some info about licenses, and provide instructions on how to get support.
Support Licenses
Annual
If you purchased a product with an Annual Unlimited license, this allows you to have peace of mind as WordPress, Divi, and software keeps changing. We will be here to help and support our products during the first year from the date of purchase. If a year has passed, and you have not renewed the license, you would need to purchase the product again or pay a fee to get support.
Lifetime
If you purchased a product with Lifetime Single or Lifetime Unlimited license, this basically means we’ll keep supporting your product as long as we are in business. In other words, we will make every effort to provide support as long as we are able. With the Lifetime license, you won’t have to purchase again or pay a fee to get support.
How To Ask For Support
Check The Documentation First
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. If you have a question not covered in the documentation, or if you face any technical issue, you can open a support ticket on our support page.
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.
Try To Narrow The Issue Down To Our Product
Obviously with software, WordPress, Divi, plugins, etc. there are going to be lots of moving parts that require our attention. If possible, try to narrow the issue down and be at least half suspicious that it could be due to our product. You could also check out guide on How To Fix Divi as that clears up a lot of things.
Is the question or issue related to WordPress?
If yes, please contact your hosting provider for help.
Is the question or issue related to Divi?
If yes, please be sure read the Divi documentation or contact Elegant Themes support.
Is the question or issue related to our product?
If you think the answer is yes, then please fill out the form at the bottom of any page in our documentation area and we will be happy to help get this resolved!
HELPFUL: Install our Divi Support Helper plugin and share the report with us!
Support vs. Customization
We are very eager to help solve any 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. If you have feature suggestions, we absolutely take those! And we often provide small snippets to solve little wants with our products, but please be mindful if what you are asking is just customization or if it is actually an issue with an advertised feature of our product.
Understand Limitations
Local Server
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.
Access Instructions
We have very simple instructions for creating a support access. Sometimes customers refuse to comply (not sure why), and in this case we have the full right to also refuse to give support. There is no reason to be stubborn and do things your own way. The plugin we use for support access is ideally suited for a support scenario and includes very helpful features that a regular username and password do not.
Be Nice About It
First, we appreciate those who ask questions in kindness and treat us like real human beings. We are a very small company, and do not have support staff. 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 bug or conflict with one of our products, it does help us tremendously if you report those. The best way to approach us with a support request is to ask a question rather than leaving a rant, harassment, or verbal abuse. We sound like we speak from experience, don’t we? 🙂
Provide Enough Relevant Details…PLEASE!
Often we see questions like “my plugin isn’t working.” This is fine, but it means we will need several more back-and-forth emails just to understand the issue. Here are some tips to help us help you faster:
- Try to describe the issue as best you can using correct terminology.
- Describe what steps you took prior to noticing the issue.
- Provide the direct URL link to the page. This is always needed, and can be super helpful to solve problems just by seeing the issue visually or by using the browser developer tools such as checking the “Console” for errors.
- A picture is worth a thousand words in tech support, so be sure to share screenshots! You can use a tool such as https://snipboard.io/
- Want to solve this fast? Then please use a screen recording! Show us the context, issue, and settings used in the module. Screen recordings are awesome, and can save us both a lot of back and forth messages. We recommend using a free tool such as https://www.loom.com/. You simply record, and then share the link!
- Share the version number of Divi and the product. We want to make sure you are on the latest version of each before checking your site, as sometimes we already updated to solve some issue.
- Many issues require is to access your site to troubleshoot it properly. If you think this will be needed, you can follow these instructions to create temporary website access.
These steps are perfect to start out. Providing these will help us answer the question or fix the issue much faster and avoid playing so much email tag. Most of the time we can solve the issue quickly from this first email, but occasionally we need to actually log into the site to investigate.