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 2 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.
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 2 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.
