Support Policy

Where to start

Your experience with Annexus Agency doesn’t stop at the checkout. We are committed to providing you with the support you need to take full advantage of our products.
Your first step at getting guidance on a specific product is to check our growing list of product tutorials.

Support Channels

Support is only provided via our Help Desk. Currently, we do not provide support via any other channel (including, but not limited to email, Twitter, Facebook or over the phone).
Although you may find information about our products in forums and articles, please be aware that we do not moderate those. Our team can only assist you via our Help Desk.
You can submit a ticket via our Help Desk. When submitting your ticket, please be aware of what is included as part of our support service and what is not.
Our documentation site and our frequently asked questions page contain answers to most questions. Please have a look, before submitting a ticket.

Who can access the Help Desk

To access our support, you will need to have an active license for your product. All our products come with 1 year of updates and access to our support service. The license can be renewed prior to the end of the year. After a license expires, it can no longer be renewed and will need to be purchased again.

What is included in our support service

Support includes assistance with the installation, configuration and use of our products. Only our products are supported.

Bug Fixing

When a bug is reported to us, we commit to fixing the issue as soon as possible. For smaller issues, and when possible, we will try to provide a solution via our Help Desk as a temporary fix while we’re waiting for a new product update.
A bug is only valid when it is an issue with the set of features we advertise about our product. A new feature request or a new integration will not be considered as a bug.

What is not included in our support service

  • Support for products from third parties
  • Fixing issues related to integrations with other third party software that are not mentioned on our product pages, as supported integrations
  • General BuddyPress Support. We do not provide support for issues that are not closely related to our products. Please use the BuddyPress support forum for general BuddyPress related issues.
  • General WordPress Support. Please use the WordPress support forums for general WordPress issues.
  • Customizations and modifications (including, but not limited to color changes, image changes etc…)
  • Adding new features to our products, or extending the existing features.

In our quest to provide the best possible support, we must have some limitations to allow our support team to provide the best service. Providing assistance with customizations and modifications can take up extra time from our support agents, which can be hurting their ability to respond to another customer with a valid issue, in a timely manner. And that customer can sometimes be you.

Customizations and Modifications

We do not customize our products for your specific project requirements. Our products are sold as described in their product page and other supporting documents on our website.
Anything that changes the look and feel or the functional aspects of a product is considered a customization.
While we do try to provide you with as much guidance as possible, you are responsible for any additional customizations as required by your project.

Our agency provides a wide range of services and can assist with your custom development needs. We work on custom projects, hourly retainers, provide specialized staff to help expand your team, and we partner with other agencies to provide WordPress and Annexus Agency specialized development services. You can contact our agency if you need help with your project.

Troubleshooting Issues on Customer’s website

In certain circumstances, we may need to login to your site and troubleshoot an issue you have reported. We ask that you ensure you have a proper backup of your site when providing us with access to your server. We also ask that you always change your password information or remove access, after we’ve helped you with the task. While our team takes all the necessary precautions when working on your server, Annexus Agency does not accept any responsibility for any damage, or loss of data caused as a result of working on your server.

14 day Refund Policy

We offer a 14 day money back guarantee. If you don’t like the product and don’t wish to use it, feel free to send us a message and we’ll refund the full amount.

About this Support Policy

Our Support Policy outlines the expectations you can have from our support service.
By using our site, you consent to our Support Policy.
If you do not agree with our Support Policy, or have questions, please contact us before using our website.