About This Support Policy
This Support Policy describes what support could be expected for ZetaMatic products. If there are any questions regarding this Support Policy, please contact us here.
Please note that we may revise our Support Policy from time to time, so please be sure to check this page and be aware of any changes.
Why it is good
Our support policy is customer friendly as we put first our customer’s requirements and queries. We are always there to help out customers with any potential issues related to our products. There are two levels to address the end customer support requirements.
1-year Email Support and Updates
The customers who have purchased our products and possess a valid license for the product, they can avail our efficient email support and receive free plugin upgrades for a period of 1 year from the date of purchase. This will include bug fixes, patches, updating to new versions of the product, etc.
Within 24 working hours of the query, our able customer support team will get in touch with you. The support is available from Monday to Friday between 08:00 to 17:00 (GMT-5). During weekends our turnaround time generally varies between 48~72 hours.
Beyond a period of 1-year all customers can renew their licenses and continue receiving plugin upgrades and email support.
Personalised Premium Support
In case you want any personal attention for your queries or want some extra service from us then we are ready to talk. Shoot an email to [email protected] and we will discuss, quote, and implement a support plan for you.
Our working days are generally Monday – Friday (excluding holidays). We always want to provide assistance as soon as we can. However, we understand that in order to achieve this goal, work and life still need to be balanced. Usually, your case gets answered within 24 hours, but it may take longer on weekends.
What it covers
Our support policy only covers our products sold on ZetaMatic platform. Our support includes product set up / installations, bug fixing, feature request.
We will fix any bugs in our products as soon as possible after they’ve been brought to our attention. We will try to provide a solution by making any changes or releasing updates for that product. If you think you found a bug, please let us know.
Use our contact form, email or create a support ticket to request new features or suggest modifications in our existing products. We read every single message. We use this information to improve our products and services. Your comments, suggestions and ideas for improvement are very important to us.
If you need any help regarding product installation, set up or activation we can help you with that. Simply contact us using any of the support modes available below.
We strive to offer our users excellent support, whether it’s presale or after-sale queries. If you have any questions before you make a purchase, please contact us by choosing any contact modes below.
What it does not cover
Our support service does not cover our products supplied by third parties. Before we are able to help you, we may require you to disable third party products that are installed alongside our products.
We are not offering any WordPress general support. In the WordPress.org forums, you can find resources and answers about WordPress.
Product support does not include services designed to modify or extend the product beyond the original features and functionality described on the product page.
For customization services that will help you tailor the item to your specific requirements, we recommend contacting us through email or contact form and we can discuss further.
Getting support from ZetaMatic is really easy. We provide many ways to contact and communicate with us.
You can choose to contact us by email at [email protected] with any question or suggestion.
To get in touch with us easily, you can contact us through the Contact form on our website.
Fill in the basic details, choose the Type of Query from the drop down list, Subject and your Questions or suggestions and send across the message to us. .
If you are registered on our website, you can also create and maintain support tickets. If you are not registered, please do that to use this option.