Premium support still active?

  • paolurso

    (@paolurso)


    2 years, 2 months ago

    Hi there,
    I got the premium version and having a compatibility problem with the official Klarna plugin, so I wrote to the support on the premium user forum but it’s a week that no one answers…is this plugin still supported?

    If yes, are the support requests for premium users always this long?

    Thank you
    Paolo

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Janilyn T

    (@janilyn409)

    2 years, 2 months ago

    Hi paolurso,

    Thanks for reaching out to WPClever on WordPress.

    We are sorry for the slow support speed. Our developers are going through an incredible heavy load of new requests so support might be delivered slower than expected.
    I will transfer your request to our developers and remind them to reach back asap on Ticksy.

    Best regards.

    Thread Starter paolurso

    (@paolurso)

    2 years, 2 months ago

    Hi there,
    I understand that your team is currently experiencing a high volume of support requests. I appreciate your efforts in addressing these requests as quickly as possible.

    However, I am writing to express my concern about the lack of response to my premium support tickets. I submitted several tickets over a week ago, and they have yet to be replied.

    I noticed that other users’ tickets, even those opened recently, have already received responses. As a paying premium customer, I expected a more timely response, especially considering the nature of my issues.

    I rely on your plugin for my business, and the unresolved issues are causing significant delays and disruptions. I am disappointed with the level of support I have received thus far.

    I understand that your developers are focused on new feature development, but it is crucial to prioritize the needs of existing customers too. We invest in premium support to ensure the stability and reliability of the plugins we use for our projects.

    What level of priority and response time do premium customers receive for support tickets?

    Is there a guaranteed maximum response time for premium support tickets?

    What do the 48 hours mentioned in the confirmation refer to?

    Thank you
    Paolo

    • This reply was modified 2 years, 2 months ago by paolurso.
    Plugin Support Janilyn T

    (@janilyn409)

    2 years, 2 months ago

    Hi paolurso,

    I am transferred from the support department on https://wpc.ticksy.com/ to this forum so I can’t help you check your ticket on our Support Forum.

    However, there’s one issue with the Ticksy system is that after some time, when there are too many new requests, some previously submitted tickets will be pushed down and not appearing on the agent’s dashboard normally.

    In order to make sure our developers pay attention to your ticket, kindly submit a new ticket to ask for the progress of your on-going ticket with us. This will make sure your ticket is put on the top of the list.

    The 48-hour duration is the maximum number of hours that our support agents must respond to a new ticket for the first time after its submission to us on our Support Forum. It’s not exact and the waiting time might be longer once a ticket is processed after the first reply from us. This excludes weekends since our developers are not available on the weekends.

    We hope that you can spare us some time, especially when the issue regards third-party conflicts. Our developers will need to investigate the other plugins and related ones so it takes much more time to solve issues of this kind.

    Best regards.

Viewing 3 replies - 1 through 3 (of 3 total)

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