When you purchase Formidable Pro or upgrade to Unlimited, one year of support comes with your purchase.
Support details
Each license holder will receive support for one year from the original purchase date. After the support period has expired, you will need to renew your license if you would like further support. If you come across a bug while outside of your support term, please let us know and we will be happy to provide a fix in an upcoming release.
What level of support can I expect?
We want you to succeed with your endeavors and we are here to back you up. Different levels of support help our team prioritize the order in which tickets are handled. Elite support tickets get our top product engineers on the case within 4 business hours. Those with Priority support are next in the ticket queue, and can generally expect the first response within 6 business hours. Standard support tickets can expect a response within 12 business hours.
Posting multiple times in a ticket, or creating long tickets will not give you a higher position in our queue. This will slow down our responses when we need to read and understand a novel before we can help. Simplify and shorten your questions as much as possible, with only one question per ticket.
Our support covers built-in features when being used as intended. It is up to you to install the plugin and setup everything you need. When you have questions, we provide you with documentation and instructions to help you get the results you want. If the documentation is clear and you still have trouble, we may recommend you hire a developer to help you with your project.
What are the support limitations?
Code questions
If your request requires code, we will point you towards a similar code example if available. Writing, customizing, troubleshooting, or adding any type of code (HTML, CSS, PHP, Javascript) is up to you or the developer you hire. Our code examples are written as a basic starting point and are not designed to cover every scenario. If you have trouble with an unmodified code example, we are happy to test the example in our docs to make sure it is correct. Our testing will not include any personalized changes to the example. Any code examples in the help desk are not maintained or supported.
Custom features
Our team does not assist with custom features. If the feature you desire is not currently available, we are happy to receive feedback and feature requests. However, we will not be held to any deadline or be obligated to provide support for a feature which is not already part of the plugin.
Unintended applications
Although Formidable is a powerful product, our support does not cover help with use cases for unintended applications. This includes but it not limited to using Formidable to run a private messaging system or manage a membership site. Read more about how to know when you need a membership plugin.
Coaching
It is up to you to decide how your application should work and then start building it. When you have a specific question after trying to set it up by following the documentation, let us know. However, our support doesn't cover providing a step-by-step walkthrough or personalized explanations of every piece of a full application. Do not provide a long, detailed explanation of the application you want to build and ask how to do it. If you are unsure of where to start with a large application, it would be best to hire someone to help. Our team is here to help if you get stuck, but not to guide through each step of a full project.
General questions
Our team is here to help with questions specific to Formidable. More general questions are not included by our support. Types of questions that are beyond the scope of our support include help with writing a calculation or regular expression, choosing a plugin for another purpose, applying javascript or CSS to a form, or using WordPress.
Why yearly support?
We at Strategy11 focus on you, our clients. We make every effort to keep our prices as low as possible to allow anyone to leverage the tools offered by Formidable Pro. It is important for us to balance the amount of time we spend on support with the amount of time we spend developing new features and enhancements. To balance these two important aspects, we provide paid yearly support. Yearly support helps to reduce our support load and allow more time for improvements, new features, and updates that benefit all Formidable Pro users.
When can I expect support?
We want you to succeed with your endeavors and we are always here to back you up. Different levels of support help our team prioritize the order in which tickets are handled.
- Elite support tickets send instant notifications to our team, and our top product engineers will be on your case within 4 business hours.
- Priority support tickets are next in the ticket queue, and can generally expect the first response within 6 business hours.
- Standard support tickets will receive a response within 12 business hours.
Our business hours are listed below; limited support may be available outside of business hours.
Business hours
| Day of the Week | Hours of Operation |
|---|---|
| Monday | 9:00 AM - 5:00 PM MST |
| Tuesday | 9:00 AM - 5:00 PM MST |
| Wednesday | 9:00 AM - 5:00 PM MST |
| Thursday | 9:00 AM - 5:00 PM MST |
| Friday | 9:00 AM - 4:00 PM MST |
** We are closed on all major US holidays; support may be limited during these holidays.
How to get support without account access
Support for Formidable Forms is limited to paid users. Our Support Policy specifies we only provide support to the license holder—the individual who purchased the license.
However, if you believe you have found a bug that can be recreated with all other plugins disabled and a default WordPress theme running, let us know. We will work on recreating the issue on our end and adding it to our to do list whether you have an account or not.
If you have a Formidable Forms license set up on your site, you may be asked to sign in with the account connected to that license in order to receive support.
Common examples
"This is a company account and my boss put me in charge of development on this site. I don't know what email is associated with the site license."
In order to receive support, you'll need to contact the individual who set up the account and retrieve the correct login credentials.
"A developer set up my site for me to use and installed Formidable. Now I'm trying to complete a project and I need help."
You have two choices in this scenario.
- You can contact the developer who set up your site and request that he/she contacts us in the Help Desk with your support question.
- If you would like to contact us directly through support rather than going through your developer, you'll need to contact the developer and have him/her update the account information to your email address so you can login, or you may need to purchase your own license.
If you decide to get your own license, you will not lose your existing data as it is saved in the WordPress database and is not linked to your Formidable license in any way.