What is considered “adequate response time” for a support response?
Everyone’s idea of “adequate response time” for a support request is certainly going to vary. For the sake of clarity, we have defined our support priorities and anticipated response timelines below.
The WPBackItUp Support Team priorities are as follows.
1. Premium Support
Premium support tickets are reserved for Premium License holders.
2. Priority Support
Priority support tickets are reserved for Professional License holders.
3. Standard Support
Standard support tickets are reserved for Personal license holders.
4. Free Support
Free support is available to WPBackItUp Community Edition (CE) customers via the WordPress support forum
5. Contact Form Inquiries
All support requests(premium, priority, standard) are prioritized based on the type of request. Support requests for site outages or restore issues are handled first.Requests related to backup issues or other general questions are secondary to those requests and will be handled as soon as possible thereafter.
Support Types
Premium Support
Premium Support is reserved for Premium License holders with active license keys. Please note that Premium Support is still a queue and requests are handled in the order they are received based on the criteria listed above. During our posted support hours, we will do our best to respond to all Premium Support requests within 2 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate as needed to gather more information to help resolve the issue.
Priority Support
Priority Support is reserved for Professional License holders with active license keys. Please note that Priority Support is still a queue and requests are handled in the order they are received based on the criteria listed above. During our posted support hours, we will do our best to respond to all Priority Support requests within 4 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate as needed to gather more information to help resolve the issue.
Standard Support
Standard Support is reserved for to all Personal license holders with active license keys. During our posted support hours, we will do our best to respond to all requests within 8 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate as needed to gather more information to help resolve the issue.
Please note: support requests may take longer when submitted on a weekend. Our office is closed Saturday and Sunday and therefore response times may be delayed.
Contact Form Inquiries
Inquires posted through our general contact form will be reviewed and replied to as quickly as possible during our posted support hours.
We are happy to answer all requests as quickly and completely as possible but we do ask that you allow us adequate time to help others in the support queue. Your patience is greatly appreciated.