At Jetpack CRM, we take pride in providing efficient support via our help desk. Our support policy below outlines what we can and can’t assist with.
Scope of Support
We provide support for the core and the extensions. The table below summarises what we can and cannot assist with:
| Assistance installing and setting up the CRM | Happy to help ☺ | |
| Technical questions about the CRM’s built-in features and functionality (including extensions) | Happy to help ☺ | |
| Product bug fixes | Happy to help ☺ | |
| Compatibility with 3rd party plugins | Cannot help ☹ | |
| Customizing product visuals or functionality | Cannot help ☹ | |
| Server technical assistance & configuration | Cannot help ☹ | |
| Help with Client Specific Requests | Cannot help ☹ | |
| Custom development and code | Cannot help ☹ |
We do not provide general WordPress support. Please refer to the WordPress.org forums for general WordPress support (i.e. what is WordPress and how to use it).
We prioritize support for users who have purchased extensions or a bundle plan. CRM owners using only the free core plugin can access support through the CRM public forum on WordPress.org as a starting point.
We also do not offer, by any circumstances, additional or escalated support on a paid basis.
Support is provided to the original license holder and is non-transferable. We can only support the number of sites listed specified in your license.
Server Access
In some circumstances, we may request or be provided access to your web server(s) and/or WordPress administration panel to help diagnose and address issues.
We remind customers that we cannot be held responsible for the consequences of any access granted. It remains the customer’s responsibility to ensure data integrity, availability, and security. We suggest customers take appropriate backup and security measures before and after granting access.
Bug Fixing
We are committed to regularly updating the core and the extensions. If you encounter a bug, please report it to our support team so they can investigate. Any security-related bug is fixed immediately, and an update is released as soon as practicably possible.
Submitting a ticket
If you’ve read the above, thoroughly checked the knowledge base for answers, and believe your support request is within the above classifications, you can submit a ticket here.
