Getting Support
Support Options
We’re here to help! Different support options available based on your version.
Free Version Support
WordPress.org Support Forum
- Where: WordPress.org Support Forum
- Response time: 2-5 business days
- Coverage: Basic questions, bug reports
- Community help: Other users may answer
Documentation
- This documentation site
- FAQ section
- Video tutorials (coming soon)
- Installation guides
Premium Version Support
Priority Email Support
- Email: support@puredevs.com
- Response time: Within 24 hours (usually faster)
- Coverage: All questions, technical issues, customization
- Direct access: To development team
What’s Included
- Technical troubleshooting
- Installation assistance
- Configuration guidance
- Feature explanations
- Compatibility checks
- Performance optimization tips
- Bug fixes priority
How to Contact Support
Before Contacting
Help us help you faster:
- Check this documentation
- Search WordPress.org forum
- Review FAQs
- Try troubleshooting steps
When Contacting Support
Include the following information:
- Plugin version: Found in Plugins page
- WordPress version: Dashboard → Updates
- WooCommerce version: WooCommerce → Status
- PHP version: Tools → Site Health
- Theme name: Your active theme
- Issue description: Detailed explanation
- Screenshots: If relevant
- Error messages: Complete text
- Steps to reproduce: How to trigger issue
For Premium Users
Also include:
- License key (hide middle portion)
- Order number
- Purchase email
Email Template
Use this template for best results:
Subject: [Brief description of issue] Hello, I'm experiencing an issue with Customer History for WooCommerce. Issue Description: [Describe the problem in detail] What I Expected: [What you thought would happen] What Actually Happened: [What actually occurred] Steps to Reproduce: 1. [First step] 2. [Second step] 3. [Result] System Information: - Plugin Version: [e.g., 2.5.1] - WordPress Version: [e.g., 6.4] - WooCommerce Version: [e.g., 8.5] - PHP Version: [e.g., 8.1] - Theme: [e.g., Storefront] - License Type: [Free/Premium] Screenshots: [Attach if relevant] Thank you!
Response Times
| Support Type | Response Time | Business Hours |
|---|---|---|
| Free (Forum) | 2-5 business days | Mon-Fri, 9am-5pm EST |
| Premium (Email) | Within 24 hours | Mon-Fri, 9am-6pm EST |
| Critical Issues | Within 12 hours | 7 days/week |
Critical issues: Site down, major security issues, or data loss.
What Support Covers
We Help With:
- Plugin installation
- Feature questions
- Configuration guidance
- Bug reports and fixes
- Compatibility issues
- Performance problems
- Data export/import
- GDPR compliance questions
We Don’t Provide:
- Custom development
- Theme customization
- Fixing other plugins
- Server configuration
- WordPress basics training
For custom work, contact us for paid consultation rates.
Self-Help Resources
Documentation
- Getting Started guides
- Feature documentation
- Configuration articles
- Troubleshooting guides
- FAQ section
Video Tutorials (Coming Soon)
- Installation walkthrough
- Feature overviews
- Email campaign setup
- Advanced configurations
WordPress.org Plugin Page
- Screenshots
- Feature list
- Changelog
- Reviews
Community Support
WordPress.org Forums
- Search existing threads
- Ask new questions
- Help other users
- Share tips and tricks
Facebook Group (Coming Soon)
- Connect with other users
- Share best practices
- Get quick answers
- Stay updated
Bug Reports
Found a bug? Help us fix it:
Where to Report
- Premium users: Email support@puredevs.com
- Free users: WordPress.org forum
- GitHub: (link coming soon)
What to Include
- Clear bug description
- Steps to reproduce
- Expected vs actual behavior
- System information
- Screenshots or video
- Error logs if available
Bug Fix Priority
- Critical: Fixed ASAP
- High: Next patch release
- Medium: Next minor release
- Low: When possible
Feature Requests
Want a new feature?
- Submit via email or forum
- Describe use case in detail
- We consider all requests
- Prioritize based on demand
- May include in future updates
Upgrade to Premium Support
Benefits of premium support:
- Priority response (< 24 hours)
- Direct email support
- Advanced troubleshooting
- Setup assistance
- Bug fix priority
- Feature request priority
Upgrade to Premium starting at $29.99/year
Contact Information
Get In Touch
- Premium Email: support@puredevs.com
- Free Support: WordPress.org Forum
- Website: plugins.puredevs.com
- Documentation: This site
- Business Hours: Mon-Fri, 9am-6pm EST
Emergency Support
For critical issues (site down, security breach):
- Email with “[URGENT]” in subject
- We monitor 7 days/week
- Response within 12 hours
- Premium users only
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