Support Policy

About this Policy
What is Covered by Support
What is Not Covered by Support
Who is Eligible for Support
Support for Free Products
Bugs and Defects
Customization
Support Channels
Using the Support Desk
Community and Self-Service Support Options
General and Pre-Sales Questions

About this Policy

This policy describes what to expect when requesting help and assistance from the LifterLMS Support team.

If you have any questions or concerns with regards to this policy you should contact us before requesting support.

What is Covered by Support

We only provide support for paid products sold or distributed via LifterLMS.com and for free products developed by LifterLMS and distributed via WordPress.org.

We provide assistance with product installation, configuration, and usage. This includes providing you with guides and tutorials. Guides and tutorials may include a written step-by-step walk-through, screenshots, or videos. We may provide both bespoke and preexisting resources.

What is Not Covered by Support

We do not provide support for third-party products. We may require third-party products to be disabled before we are able to provide support for covered products.

We do not provide general WordPress support. Support for WordPress is available in the WordPress.org forums.

We do not offer support for outdated versions of LifterLMS. Please update to the most recent release before submitting a support ticket.

We do not physically install and configure our products for you, instead we assist you in the installation and configuration process.

Who is Eligible for Support

Our paid products provide the product purchaser with access to our support desk for the duration of the product subscription.

Additional support contacts may be added to your account making them eligible for support if you have one of our products that provides multiple tech support contacts.

We do not provide support for individuals without active subscriptions.

Support for Free Products

Individuals using only free products are eligible support in the WordPress.org forums.

The WordPress.org support policy forbids us to provide support for our paid products in the forums. If you are using our paid products you should only use our support desk.

Bugs and Defects

We will fix any bugs or defects in our products as quickly as possible once they have been brought to our attention and verified. We will try to provide small temporary solutions where possible with the final fix coming from a product update.

Customization

Our products are provided as is. We do not customize our products to meet additional specifications or requirements outside the scope of their existing capabilities.

We do not provide support for any customization that has been made to our products.

If you require customization, we may be able to offer advice and direct you to relevant resources and documentation. If you’re looking to hire a third party to assist with customization, you can get in touch with our LifterLMS Experts.

Support Channels

We only provide support through our support desk and in the forums at WordPress.org.

We do not provide support in any other channel or medium including, but not limited to: direct emails, contact forms, comments on blog posts, videos, podcasts, Facebook, Twitter, YouTube, Slack, Instagram, chat, or video clients.

The sales chat client found on LifterLMS.com is not a support channel. Our team members in the chat client will direct you to open a support request if they are unable to provide you with adequate answers to your questions.

Using the Support Desk

In order to receive support, you must submit a new support request through our support desk.

Once a support request has been opened, you may communicate with us through email by replying to our email responses or by returning to the support desk and adding a new reply to the existing request.

New support requests cannot be opened via email.

Community and Self-Service Support Options

We have many resources, guides, and tutorials you may find helpful prior to requesting support:

The Knowledge Base contains many tutorials, guides, and articles on how to use our products.
The LifterLMS Academy is home to a growing number of free courses you can take to learn how to use our products, WordPress, and more.
The LifterLMS Code Reference contains documentation for our internal and REST APIs.
Our YouTube channel has hundreds of videos you can watch to learn about our products, WordPress, and more.

If you’re looking for support from fellow users and community members, check out our Facebook Group or Slack Channel. We have a very active community of users who are always ready to help out their fellow course creators.