COVERED BY SUPPORT
phpFox support will cover common software related issues such as:
NOT COVERED BY SUPPORT
Our support coverage does not cover:
The manual should be the client’s first stop for information. It is consistently updated by our support team and provides all the configuration and how-to steps a client needs in order to get the system up and running quickly.
While the Community Forum is not a resource for receiving direct support, our customers maintain a great sharing community for new ideas and common problem-solving. We monitor the forums to spot issues that are common but support is only offered through the helpdesk. Stay up-to-date on the latest news, releases, and bug fixes.
HELPDESK PRODUCT SUPPORT
The priority help desk is available to all clients with up-to-date support plans. The help desk should be used when you are unable to find answers to your questions using the Free Resources. All tickets are first reviewed by our dedicated 1st level support team. Tickets that require further assistance will be escalated to 2nd and 3rd level support depending on the type of issues.
UNSUPPORTED METHODS OF SUPPORT
Direct email support, phone support, live chat and IM.
REASONS FOR NOT PROVIDING SUPPORT
Listed below are methods taken by our phpFox Support Staff when issues arise and the clients need technical help to solve it.
If the above steps do not help solve the case for the client, then the case is sent to the developers for further attention.
If you have multiple issues, please submit the most critical issue first. Once an issue has been resolved we will close that ticket so you can submit a new ticket.
1 business day answer
Support term starts on the date of license purchase or date of support purchase if purchasing additional support.