Support Policy

What we support:

  • Active License Holders

    We only provide access to support for the domain registered with us for the length of your subscription. You have access to downloads, upgrades and updates for the length of your subscription. You are allowed to make changes to the code. However, we will not support modified code. We only provide support to requests coming from the e-mail address related to the purchase. You are able to delegate one additional e-mail address (for example a developer working for you) to ask support questions in your name.

  • Well Described Issues

    The more details, the better. Provide a detailed description including the steps required to reproduce your issue. Please don’t be vague: “My photo is missing” or “it was working and now it’s not” will make it difficult for us to help you. Elaborate descriptions and screenshots, on the other hand, will get your issue resolved fast.

  • Bugs!

    If you discover errors in our software, please let us know! We want to fix them. If you despise bugs as much as we do, help us combat them. Be vigilant. When you notice something isn’t right, report it right away. Provide as many details as possible. Help stamp out bugs before they take over!

  • Incompatibility With Other Plugins

    Sometimes, it’s our fault, but, well, sometimes it’s just not. When other extensions get into our code, there’s a strong possibility of something getting broken. No promises, but we will do our best to help you at least identify the source of the problem. The rest will be up to you and the guilty party.

  • Minor Customizations

    We understand that all of our clients are unique and sometimes minor adjustments are needed to take our product from good to fabulous for your specific needs. Give us a shout and let us know specifically what you need. If you’re only talking about minor customizations, we’ll be happy to help you out (Learn More). For larger customonizations, please hire a developer.

What we don’t support:

  • Problematic Hosting

    Not everyone is up-to-date on their server set-ups or conform to the current standards. If that’s the case with your hosting provider, then, unfortunately, there’s only so much we can do to assist you. Your best options are to 1) work it out through your hosting provider or 2) switch hosting providers. Read about how to pick the right hosting.

  • Outdated Versions and Obsolete Software

    Some things are good to be nostalgic about, some things are not. Things change rapidly in general and, in this industry, changes occur almost while products are being released. So, if you’re still running Internet Explorer, get with the times! Step into this decade: upgrade everything to supported versions, browsers that are no longer developed or supported, aren’t supported by us. Having that said, we support the latest PeepSo plugins version.

  • Major Site Overhaul

    Sometimes, even when we’ve given it all we’ve got, you simply need more. We don’t want to let you down, but we must focus on the needs of the many, so we may not be able to accommodate you. Please don’t hold it against us; we’ll be happy to refer you to some trusted developers who can provide you with a solution.

  • Languages other than English

    In order to keep everyone on the same level and make sure any of our developers can jump in and help, support is provided exclusively in English. If English is not your best language, try Google Translate. It’s quick and easy to use.

  • Third Party Plugins

    PeepSo Support only covers the plugin we have developed and published ourselves. Problems with third party plugins – whether sold by our store or not – unfortunately have to be solved by their authors. We are happy to help the third party developers with the debugging, but only as advisors.

What we may support:

  • Feature Requests

    If you have keen intuition on the next amazing feature, please share it with us. We can’t promise we will implement it; you may too ahead of the times or maybe we believe the masses just won’t catch onto the brilliance of your idea. Rest assured, we appreciate your efforts and interest in helping us make our products better.