The hardest part of managing open source software is the upkeep

You will get access to our support portal after sign up. Within the support portal you can create new requests and assign priorities

The initial response time defines the time at which you should hear back from us after submitting your issue. This does not necessarily mean that an issue will be resolved within that time frame. You will get updates through the support portal and can rest assured that someone is working on your request

During every iteration we allocate time to specifically work on customer requests. Not all requests will make it into the system as we weigh pros and cons for the entire community. If a feature is deemed too “specialized” we will recommend a plugin that will fit your needs.

If you are not utilizing our managed hosting services we will need access to your server and database. We are happy to work with your team to discuss best options but in most cases we require SSH access to the server and write access to the database. 

The customization consultation is an additional value we offer to our support plan customers. You can use that time to get help with customizations to your configuration or system as well as possible integration. The time resets every month and does not roll over. Additional time can be purchased through our portal. 

We will utilize the private discord channel to discuss support requests and have a real time communication channel to resolve issues quicker. You can ask additional questions in the channel and we’ll prioritize answering those over questions asked in the public discord channels.