Support Policy
Squirehood Support Policy describes what support you can expect from us regarding Squirehood Service.
If you have questions about this Support Policy or do not agree with it, don’t hesitate to contact us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 06 June 2022.
By using any part of the Website or providing personal information, you consent to us processing it as set out in this Support Policy.
What Our Support Service Covers
We only support our Products sold on Squirehood.com. Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your plug-in, please first check the documentation and FAQs of the extension. Your question might have been answered already. If it hasn’t, please submit a support ticket.
Retired products are supported until your subscription expires. If you find fatal errors in the code and your website runs the most current editions of all the code, please open a ticket at our Helpdesk.
Squirehood supports you through the Squirehood Gmail account: support@squirehood.com.
Bug Fixing
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for more minor defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, follow the steps in our terms & conditions first. We might ask you to go through those steps if you don’t.
What Our Support Service Does Not Cover
Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third-Party products and services. We may require you to disable Third Party products installed alongside our Products before we can assist you.
Customization
We provide our Products as is. While we can help you to configure our products within the capabilities of each plug-in, we do not customize our Products or support any Third-Party customizations of our Products. Customization is anything that changes the way our Products look or function relative to how we make our Products available to you.
If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customized Products. Third-Party Services that some customers have found helpful include:
Product Support Channels
We provide Support Services through our Helpdesk – this can be Live Chat or Email based support. We do not consistently provide our Support Service through any other channel (including, but not limited to, Facebook, Twitter, or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the Product, you might be offering a live chat option. In both cases, please consider what we support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and the information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
Other support options
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums, and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it.
General Information
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Info. We will respond to you as soon as possible.