Please note the various ETAs (Estimated Time Of Action) below for better understanding of how we handle your requests.

Support Cheer Squad (SCS)

Level-1 Support Team

General Queries about the product, ticket status.
General setup & issue. analysis.
Authorized to seek WordPress Access.

Facebook Response within 30 minutes during 1.30 PM – 10.30 PM AEST

Ticket Reply within 24 working hour 7 Days A Week

Gold Support Engineers (GSE)

Level-2 & 3 Support Team

Advanced configurations, investigation, troubleshooting.
Research & Development Operations.
Authorized to request WordPress/ FTP/SFTP Access.

Replies within 24-48 working hours after SCS escalates.
Available via ticket ONLY during these hours 
May request additional ETA.

R&D and Compliance (RDC)

Research, Billing & Liaison Team

Licensing, Billing, Compliance, Customization Matters.
Media Relations, Affiliations,  Corporate Queries.
Voice/Video Conference by Appointment.

Replies to escalations from SCS or GSE in 3-5 Working Days via tickets.  Voice/Video for Media/Affiliates/Corporate Only. Pre-Booking Required.

Support Cheer Squad At Your Service

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