Support

November 6, 2017 at 2:16 am

Hi Melissa,

Support tokens are multipurpose and the general idea behind them is to provide a method users can use to either receive priority support or support that we do not normally offer on the forums. For example, if there is a plugin conflict on the site and the admin does not want to work through that themselves (with our help on the forums) but prefers for us to fix it for them (which is outside of EE support) then we have support tokens they can use for that. Or maybe there is a small modifications they wish to make to EE but prefer not to follow out documentation on creating a plugin and using one of our snippets to help, using a support token we can apply that form them.

In other words, we provide support for the EE plugin (and add-ons) as standard, support tokens provide a method for users to purchase something extra. Support does not include custom coding, fixing conflicts with other plugins and site maintenance although if its something we can help you with we are generally more than happy to do so with a support token but again its additional and assessed by ourselves on a case by case basis.

If you’d like to provide more details on the specific problems you’re having and a link to view them we can let you know if we can help fix them on the forums, need further investigation, or if it would require a support token(s).

Do I really need to purchase a support token or rely on crowdsourcing – where someone could provide unsafe coding – to get something to work as described and to restore functionality?

That’s really a question of where you are sourcing your customizations from, anyone (including myself if I worked on your site) could introduce unsafe code so it’s all about selecting the correct developer. Often people select the cheapest quote provided by the above sites which then results in poor code usually because the ‘developer’ that provided it didn’t know any better.