Support Terms & Conditions

We would like to thank you for being a user of our products. We know that sometimes things may not go as you would like and that you are looking for further assistance.
Don’t worry, we are here to help you in the best and most efficient way possible.
However, we would like to point out a few things about what you can expect when you contact our support team.
We believe that respect should be present on both sides and we take a collaborative approach when handling problems reported by you.

Working hours and response times

Our company operates during European daylight hours, Monday to Friday, all year round.

In case of unforeseen circumstances, we may be able to provide limited support during weekends.

The average response time for a standard ticket sent via our website is 24 hours.

However, this may depend on several factors:

National holidays
Company events
Free time
Other unforeseen events that may not be under our control.

We can assure you that every single ticket is carefully examined and responded to in a timely manner. But keep in mind things like different time zones.

What is covered by the Support Policy

Our support staff is ready to help you with specific problems, general questions about one of our products, guidance on installation, and information on usage or billing if you have purchased one of our paid products.

The first thing that comes to the top when prioritising tickets are bug reports. We take them very seriously and aim to have a positive resolution within a few days, usually less than 2.

In simple terms, our support covers:

Assistance in using our products.
We answer general technical questions about our products.
Troubleshooting bugs reported for our products.

What is not covered by the Support Policy

Unfortunately, it is not possible to provide support for certain topics, such as services or products that we do not own, plugins or setting up an external service.

We will be happy to answer general questions about WordPress and the compatibility of plugins or services, but we will not be able to provide direct support for such software.

We also cannot provide support for anything related to custom work, implementing custom code or debugging custom CSS, JavaScript or PHP code.

Furthermore, we cannot provide support for problems caused by the limitations of your server in the event that your server does not meet the minimum requirements.

In summary, we cannot cover:

Implementation or debugging of custom code.
Setup, configuration and maintenance of third-party software, services or plugins.
Implementation of custom CSS, JavaScript and PHP code.
Configuration of server environments.

In cases where our support policy does not meet your needs or requirements:

Contact an experienced developer.
For server-related questions, contact the server provider.
Contact the author of the plugin causing you problems.

How do we offer support?

We offer support exclusively through the help section of our website, currently available at: https://coding-bunny.com/support/

We are unable to provide support via third-party software, such as video conferencing software, instant messaging applications and screen sharing programs.

Code of conduct

We expect a basic set of guidelines from both parties: customers and support staff.

Please note that we are real human beings. We do not use automated software to reply to e-mails and every reply is written by one of our staff members.

Be polite. While we understand that you may be frustrated by any problems you may have, we will not tolerate any offensive language, discrimination, insults, harassment or intimidation. If any of these behaviours persist, we have the full right to terminate our working relationship with you.

Right of refusal

We reserve the right to refuse to provide our services or products to any individual or organisation at our discretion in the event of misuse of our products and services.

If you use any of our products, you automatically consent to this support policy. We reserve the right to change our support policy without notice at any time. Please refer to this article from time to time for any changes.