Support Policy

Support Channels

For users with a standard support agreement, we only provide support on Your Members products via our support forum and not email, phone or other media such as twitter.

For users with a developer support agreement, email support on development issues is provided.

For users with a platinum support agreement, both email and limited telephone support are included.

Note: For standard users, we may elect to move an ongoing support issue to email where communication we feel isn’t suitable for the forums (such as private data) is required

Support Hours

Our general support hours are Monday to Friday, 09:00 to 17:00 (GMT/BST). During this time, we can generally provide feedback on any support queries in a timely fashion. Out of hours support is only provided at our discretion. Please note we acknowledge UK holidays.

Extent of our support

We only support the installation and operations of Your Members products you have purchased directly from us, and can’t give general WordPress support or support for any other product that isn’t directly related to our products. For users on a standard support contract, we may choose to not support a product that has been modified by a third party.

Developer and Platinum Support agreement holders are welcome to request help on plugin modification, but the support we can offer may be limited depending on the modifications done.

Bug Fixing

It is our commitment to fix all bugs as quickly as reasonably possible after they are brought to our attention, but sometimes a seemingly simple fix may take considerably longer than expected do to unexpected complications, knock on effects elsewhere and testing.

WordPress versions

Premium and normal 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 11.0.4 and WordPress 3.1.0 we Support Your Members 11.0.0 and higher and WordPress 3.0.x

Abuse of staff

We understand that at times when problems arise people get frustrated we want all our customers to have the best experience possible and we to get frustrated when things do not work correctly. That said we will not tolerate abuse to our support team in any way, this includes but not limited to foul language or derogatory terms. When such abuse occurs we reserve the right to remove support from that user.