Piotnet Support Policy
Updated December 13rd 2021
What is Piotnet Support?
Piotnet Support is a customer service program that helps Piotnet users get the best from our plugins.
By Piotnet Support, we aim to deliver to you all values of Piotnet products.
Who is able to get Piotnet Support?
Basically, Piotnet Support is only provided for Pro Users. In plain words: you pay for it, and you get it.
Piotnet Support is not available for derivative users, it is mean we don’t provide support for your clients. Once your ownership got verified, support through chats, tickets, or video calls will be provided.
Why should you need Piotnet Support?
Cases covered by Piotnet Support
– You get trouble in any steps of setup Piotnet plugins: Download, Activate License, Enable feature, etc.
– You need direction to use features for Piotnet plugins which are complicated and hard to comprehend.
– Products of Piotnet causes problem on your pages.
– You have any issues or inquiries regarding Upgrade, Refund, Update, Exchange, Deactivate license.
– You have any great ideas for improving Piotnet products which would be called feature requests.
The Support service shall not include
– Problems caused by third parties – such as other plugins, addons, and themes. We may try to investigate the problems and would come to some suggestions, however officially we do not take responsibility for the matter.
– General WordPress issues are not in our scope.
– Websites running environment doesn’t meet the requirements to perform functions of Piotnet Products.
– Support requests which are not from a valid email or legal license.
Where can you touch Piotnet Support?
Piotnet Support is provided via two channels: Facebook Direct Message and Email Support Ticket System.
Facebook Direct Message: only for pre-sales questions and simple features-related inquiries.
Email Support Ticket System: for issues caused by Piotnet products features that you need assistance to solve; for guidance to use complicated features and functions of Piotnet products; for other requests which need to prove the authority of account (refund, upgrade, etc.).
How do you get Piotnet Support?
Facebook Direct Message: Just simply register a Facebook messenger account and send a message to us. You always can find us on Facebook or reach Piotnet from our websites.
Email Support Ticket System: Only for Pro users, so we only provide support via account email. Make sure you can access your account email for the conversation.
There are 2 ways to submit a ticket: by email and by our contact form.
By Email: use your account email and send your inquiries to our support email address which is corresponding to Piotnet product. For example, contact email@example.com for PAFE, contact firstname.lastname@example.org for Piotnet Forms, contact email@example.com for Piotnet Grid.
By Contact form: you always can find our contact form at the end of any Piotnet product page. Just fill in the full information (especially your account email need to be exact because we will reply to you there) and then submit the form.
When do you submit a support request and how long is the response time?
Piotnet Support is provided from 8 am to 5 pm, Monday to Saturday. Our Timezone is GMT+7 (Vietnamese Time). Piotnet Support will be disabled during Vietnam national holidays (especially Tet – Lunar New Year), we have around 14 work off days per year. There will be notified before any holidays of Piotnet.
You can submit a support request at any time, however, we will only get back to you during our working hours. Any ticket is expected to get the first answer within 24 hours.
Once your issue is clear and well-elaborated, our support team will investigate the matter carefully. This process would take more time than usual, the turnaround time depends on the actual complicated level of the problem. An approximate timeframe would be provided by the support agent.
We may ask you for sensitive information for investigating your issues, especially your site’s admin account credentials. We hereby state that Piotnet only uses your information for support-related activities, all actions performed by Piotnet will be informed to you in advance for approval.
Piotnet also recommends you share with us your staging site, where personal information is blank, and no important data is stored. For the admin account, a temporary one that will be eliminated in the short-term is in favor. Backup your WordPress website is also suggested.
Support Policy Amendments
In some cases, the company retains the right to modify the Support Policy without notice.