Support Policy
This document outlines what levels of Support Coding Futures offers in regards to Your Members and its associated plugins:
Support Channels
The following are the only “official” support channels, while we may communicate on other channels this is the best and most reliable means of communication:
For users with a standard support agreement and Basic Premium Support, 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 premium support agreement, email support on development issues is provided.
For users with a platinum or Enterprise premium 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
In addition you we can be contacted via the live chat facility where we will try to answer questions however we may ask that questions be put in one of the formal support channels.
Please note unless asked to, emailing a member of staffs personal email is not a support channel and may slow down attempts to assist you
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 and Your Members 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. While we will endeavour to make the current requirements for Your Members updated it is the site owners responsibility to make sure their WordPress install is kept up to date.
Release Cycles
Your Members uses a minor/major release cycle, we attempt to release a major release every 4-6 months. We provide minor releases as and when needed. Major Releases are provided to Premium support customers ahead of general releases, minor releases are released to all at the same time.
Personal Information
Your Members is developed by Coding Futures Ltd based in the UK all personal data is handled in line with the UK Data Protection Act. Where possible we avoid coming into contact with your customers personal data and where it’s unavoidable we handle the data with care. It is however the responsibility of the site owner to protect their customers data both on their site and when referencing issues on the forums. Many sections of the Your Members forums are public facing and therefore care should be taken when posting log entries or similar that personal data has been removed.
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.
Security and Disclosure
Coding Futures is committed to maintaining the highest security practices, if you believe you have found an issue relating to the security of Your Members or this site please use the security@codingfutures.co.uk email address giving as much detail as possible.
While we are committed to open and transparent communication publicly disclosing a vulnerability before it is patched can put entire livelihoods in jeopardy if you do discover a problem please do contact us and together we can determine the scope of the problem and make alterations before public disclosure.
This document was updated on 05/03/2012
