Getting Support
Unless stated otherwise on your invoice, all support starts in our Community/Support Forum.
Here, we actively monitor discussions to help resolve issues, answer questions, and share solutions to common CommandUI questions. Public, forum-based support is widely used in the WordPress ecosystem, and it’s an ideal setup for a product like CommandUI, which is designed to “just work.” If needed, we can take a community support ticket private to handle issues that require sensitive data.
Scope of Support
Our support is focused on CommandUI’s core features in a typical WordPress setup. Here’s what we cover:
- Bugs: If you encounter a CommandUI bug that we can reliably reproduce on a standard WordPress setup (without other plugins or custom browser extensions), we’ll help you investigate, suggest workarounds, and get it fixed—usually within two working days. Often, we can release a new version within one working day after identifying the bug.
- General Usage: Questions on how to use CommandUI as it’s meant to be used are always welcome.
Out of Scope
Some issues can’t be fully investigated if they’re unique to your setup and can’t be easily reproduced on our end, such as:
- Server-level issues like REST API permission errors, or your WAF blocking requests.
- Conflicts from custom browser extensions or outdated browsers.
- Custom development or custom functionality.
- Issues that require access to your WordPress or server files.
While these are outside our standard support, we’re still here to help with best-effort support in the community forum. The more information you share about what’s going wrong (videos, screenshots, etc.), the better our team (and community members) can help you troubleshoot or find workarounds. Just keep in mind that in-scope issues will be prioritized first.
Priority Support
Customers on the agency plan get priority support, meaning their requests are handled before all others. While the same scope applies, we may, at our discretion, log into your site to assist with a specific issue once per quarter if needed.
Support Policy Changes
We reserve the right to modify or update this Support Policy from time to time. Any changes will be posted on our website, and the most current version will apply to all Agency, Freelancer, and Site Owner plans, effective immediately.