Your Members has lots of free support via our forums, support guides and tutorials. However we understand the need for some people and companies to get Premium support, especially when businesses and livelihoods depend on our software.
Our support is delivered by our Development team, sitting in our offices here in Leeds UK, not by outsourced teams. We work day in day out on WordPress and our Products, meaning they are the perfect people to help you with any problems you may have with Your Members or any of our products.
Depending on what license you purchased with Your Members you may already be eligible for Premium support. If not we provide additional support packages and one off support:
Select what type of support you are interested in:
Installation and Updating
While Your Members may at first be daunting once you get use to the interface it is intuitive and most of our users do get everything up and running within an hour.
However if you want to get Your Members up and running quickly and smoothly as possible then why not let the development team who wrote it install and set it up for you?
For more information please checkout our Installation and Updating page or contact email@example.com
Pro and Ultimate License Support
If you have bought Your Members Pro or Ultimate then it would have come with 1 year of the basic premium support, please note you do need to contact firstname.lastname@example.org with your forum handle to be upgraded post purchase. You may of course purchase Developer or Platinum support and renew your basic support package after the first year.
Additional Support Packages
We offer 3 levels of Premium support packages in addition we also offer one off Premium support incidents for installation and upgrades. Our 3 packages are:
Membership Site Doctor
The Membership site doctor is a personalised mini site audit. One of the Your Members team visits your site look at what features you are being used, your registration processes and how you deliver content and will look at suggestions for ways you can improve these areas. This is not just about Your Members though often Your Members features can be used to help but about the site overall. All premium support customers have access to this facility for free more information can be found on the Membership Site Doctor page.
One off Support
In addition to Premium support we offer one off support for £30 (around $45) per incident, which gives you the equivalent to our Enterprise support for the given instant, for more information please contact email@example.com. You can save money by pre-purchasing Support Credits for more details see Premium Support Credits.
We are happy to under take custom modifications and work that may not be covered under one of our support contracts or one off premium support, or put you in touch with developers who can, simply drop us an email firstname.lastname@example.org please note we give preferential rates to existing Your Members customers and discount if the work can be included in future versions of Your Members.
Frequently asked Questions
Do I need Premium support?
The vast majority of our clients never need Premium support, as our software is easy to install and use. This service is aimed at companies and businesses where any downtime will effect their ability to trade.
What is Per Seat
One Seat equals one contact person, when you sign up for Premium support you specify the support contact (which may be different from YM contact details) and you may request multiple seats if for example several admins are in charge of the site, or you wish to specify cover for a single user.
What happens when I report a bug
When a bug is reported, it is checked, to see if it is an actual bug and if not customer is advised as to the best solution. If it is a bug the development team will identify, prioritise and fix the bug, making any relevant changes to the clients copy of Your Members as well as patching the core product. The patch will then be made available in the next general release.
What is a Secondary License Copy
This is a license to run Your Members and associated products purchased on a “dev” setup which is identical for a live site, however the site must be for development purposes only and not differ radically from the live site. Coding Futures reserve the right to refuse a license if these condition are not met or maintained.
What does Priority Updates and Notify Updates mean?
Premium customers will get updates to Your Members before anyone else, notifications and download links are sent out to Premium customers first and then to the rest of our users.
What versions are supported
Premium support covers up to 2 revisions behind current in Your Members and 1 major revision behind in WordPress. Therefore if the current versions are Your Members 1.8.2 and WordPress 3.1.0 we Support Your Members 1.8.0 and higher and WordPress 3.0.x and higher.