Free support comes in two flavors. Help yourself or wait for my hectic schedule to give me a few free moments to answer questions in the forums.
This is the faster of the two flavors of free support. I am continually expanding the online documentation because it is far easier to have 10 people read the answer and help themselves than answer dozens of support forum questions every day. More questions = less code time = less features or bug fixes.
I regularly review the support forums at WordPress and answer questions.
If you need product support please post in the appropriate WordPress forum (click on the plugin, then look for the support tab). It allows me to answer when I have time without interrupting my coding sessions with phone and desktop pop-ups. Even more importantly it provides an easy way to share your question and the answer with the community which cuts down on the volume of support requests. Remember it is just one guy doing this!
If the online documentation does not have the answers and you cannot wait for forum responses, then you can buy a faster and more in-depth response.
Just because you purchased a premium add-on does not entitle you to free support. Think of it as your way of saying “thanks for having spent hundreds of hours on this stuff so I can click a few buttons and do some cool stuff with my website”. Seriously, I have hundreds of hours into almost every app or plugin I list here. Store Locator Plus has over 1,000 man-hours into it before I took it over and 500+ hours in the past 6 months.
Please see the menu options above for my rates for plugin-specific support requests. If you have custom consulting requests I do that too, but my rates are significantly higher.
Need a faster or personalized response? Email me and I will email you back within several time frames based on the level of support your purchase. Email responses are limited to resolution of a single issue. The cost for direct email responses varies by the time-to-respond option selected.
If you send an email WITHOUT purchasing a support request you will be redirected to the support forums without an answer.
Need me to login and look at something on your site?
Choose this option and send me your website login URL along with an admin username with password. I will login to your site and analyze what is going on. I will resolve any basic issues I can address within a half-day. If the resolution requires custom development I will advise you of additional costs before proceeding. If the problem is with your theme or plugin I will provide details about the issue so you can coordinate with the other development teams.
Normal business hours are Monday through Friday from 10AM to 4PM EST (GMT-5) excluding holidays. I abide by the United States Federal Holiday schedule for MOST holidays and travel frequently. If you purchase a support option that includes a guaranteed response time and I am unavailable I will contact you at my first opportunity to notify you. I usually set my email response to away mode so you will be notified when I am “offline” during normal business hours.