Support Policy
Mission
We believe in our product and are committed to providing excellent support. Our goal is to help customers build successful digital commerce solutions using DigiHold products. We take pride in our plugin and are genuinely dedicated to resolving any issues you may encounter.
We believe in fostering collaborative relationships with our customers and approach problem-solving through mutual respect and understanding.
Support Hours and Response Times
Our support team operates Monday through Friday, with limited availability on weekends. Please note that service may be reduced during major holidays when the majority of our team is observing time off.
We strive to respond to all support tickets within 24 hours. Response times may vary depending on ticket volume, holidays, company events, or other factors. However, we guarantee that every support ticket will receive a response.
Our team works remotely across multiple time zones to provide global coverage. Your ticket may be handled by a team member in a different time zone, so please consider this when expecting a response. Each team member’s time zone is included in their email signature for transparency.
Support Scope
Our support service focuses on helping you with specific DigiHold-related issues. While we don’t provide complete plugin setup services or custom development, we’re happy to guide you through using DigiHold effectively.
Issues related to general website performance, server configurations, or third-party conflicts fall outside our direct support scope. However, we’ll provide guidance and recommendations where possible to help you resolve these issues.
Support is provided exclusively via email. For complex issues that require direct site investigation, we may request WordPress admin and/or (S)FTP access. In such cases, we recommend:
- Providing access to a staging environment where possible
- Taking a backup of your site before granting access
- Creating temporary access credentials that can be deleted after issue resolution
- Using secure credential sharing services like https://onetimesecret.com rather than sending plain text credentials via email
Code of Conduct
Our support interaction is based on mutual respect and professionalism. Both customers and DigiHold team members are expected to:
- Maintain professional and courteous communication
- Recognize that we’re all human beings working together to solve problems
- Express concerns constructively without resorting to hostile or offensive language
- Refrain from any form of discrimination, harassment, or intimidation
We have zero tolerance for hate speech or discriminatory behavior based on gender, race, religion, sexual orientation, disability, or any other characteristic. Violation of these principles may result in immediate termination of service and a refund.
Feedback
We welcome constructive feedback about our product and support services. Your insights help us improve DigiHold and our customer service. All feedback should adhere to our code of conduct and be presented professionally.
Right of Refusal
We reserve the right to decline our services to any individual or organization at our discretion. This includes situations involving hate speech, discrimination, malicious content, or other violations of our terms of service.
Diversity, equality, and ethical business practices are fundamental to our company culture. We ensure our services are never used to promote hate, violence, discrimination, or intolerance of any kind.
By using DigiHold and our support services, you agree to these terms and commit to maintaining professional and respectful interactions with our team.
