Support Policy

Introduction

Thank you for choosing SureMail. We take immense pride in welcoming you to our growing family of products, including SureCart, SureMembers, SureTriggers, and SureFeedback. Our dedicated Customer Delight team is here to ensure seamless support and provide the best possible assistance as you explore the features of SureMail.

This support policy outlines the level of support you can expect. If you have any questions or concerns regarding the policy, don’t hesitate to reach out to us.

What Our Support Covers

Our support is tailored to help you get the most out of your SureMail purchase. Here’s what we assist with:

Product Usage and Installation: Guidance on using SureMail and getting started.
Feature Assistance: Answering technical questions about built-in SureMail features.
Bug Reports and Fixes: Troubleshooting and resolving any product-related bugs. Temporary solutions may be provided while permanent fixes are released in updates.
Documentation Support: Helping you locate answers within our extensive SureMail Knowledge Base or through screenshots, screencasts, and guides.

Important: Please ensure you use the latest version of SureMail for optimal performance and support. If you encounter an issue, follow our troubleshooting steps before reaching out. Providing clear reproduction steps helps us resolve issues faster.

What Our Support Doesn’t Cover

Our support scope is defined to ensure efficient assistance. However, here’s what is not covered:

Third-Party Tools: We cannot assist with third-party plugins, services, or features that integrate with SureMail.
Customizations: Any custom code or modifications to SureMail functionality are outside our support scope. For such needs, consider hiring a freelancer or developer.
Server Issues: Hosting-related queries should be directed to your hosting provider.
Page Builder Conflicts: While SureMail is designed to work with modern tools, we cannot guarantee compatibility with every third-party tool or page builder.

For assistance with SureMembers or SureTriggers, please reach out to their respective support teams, as we have dedicated experts ready to help.

In short, our support does not cover:

Assistance with non-SureMail tools or customizations.
Debugging server-related conflicts.
Modifications to SureMail code or core functionality.

We encourage users to explore our documentation or community forums for additional insights and assistance.

What We Cover

Assistance with using our products
Answering technical queries about our plugins’ built-in features and functionality
Assistance with bugs or issues from our end
Assisting in finding features or functionality with the help of existing docs or screenshots or screencasts.

What We Do Not Cover

Assistance while using third-party plugins or page builders
Answering queries about server related features or conflicts
Custom requests for changes or help in modifying the code of our theme and plugins
Help with finding features or functionality working of third-party plugins or features

How Do We Offer Support?

Support for SureMail is available exclusively through our Support Portal at (https://suremails.com/contact/).

To get Pro support, you’ll need an active SureMail license.

We don’t provide support over phone calls, live chat, or through social media platforms like Twitter or Facebook.

If we ever need login details for your website to help with an issue, we’ll only ask for access to a staging site (a test version of your website). We won’t ask for access to your live (production) website.

Support Availability

Our Customer Delight team is dedicated to providing timely assistance to all SureMail users. Since SureMail does not have a free version, we offer premium support exclusively to users with an active license.

Here’s what you can expect:

Response Time: Our team strives to respond to your queries within 6–8 hours.
Availability: Support is available 7 days a week (Monday to Sunday) to ensure you get help whenever needed.
Support Type: You will receive full product support, covering all features and functionalities of SureMail.

We are here to ensure you have a smooth experience with SureMail. For any assistance, simply reach out to our support team through the SureMail Support Portal.