Support Policy

Who gets support

Free version

Support for the free SurveyX Builder is community support, through the plugin's WordPress.org support forum. We read it and answer where we can, though we are not able to commit to a response time for free users.

Pro licence holders

An active Pro licence includes priority support through our ticket system, which is where the plugin's own Support card sends you. We aim to reply within two working days. That is a target rather than a guarantee, and a tricky bug can take longer to get to the bottom of. Support runs on weekdays, so anything that arrives over a weekend or a public holiday is picked up on the next working day.

Support is provided in English. You are welcome to write in another language, but replies will be in English, and machine translation tends to slow things down for both of us.

Support ends when a licence expires, and renewing brings it back.

What we can help with

• Questions about how to use SurveyX and what it can do.
• Diagnosing and fixing bugs in the plugin.
• Installation, licence activation and updates.
• Pointing you to the right documentation for what you are trying to build.
• Investigating a conflict with another plugin or theme far enough to work out where the problem actually lies.

What sits outside support

These fall outside what a licence covers. It is not that we are unwilling, it is that they are someone else's product or custom development work:

• Custom code. Writing PHP, JavaScript or custom CSS for your site, building bespoke question types, or adapting SurveyX to a custom workflow.
• Modified copies of SurveyX. If the plugin files have been edited, we cannot support the result. Please revert to an unmodified version first.
• Fixing third-party plugins and themes. We will help identify a conflict, but resolving it inside the other product is for its developer.
• Hosting and server issues. PHP limits, mail delivery, SSL, DNS records, file permissions and performance tuning are matters for your host.
• General WordPress help. Site setup, page builders, migrations between domains, backups, malware removal and security cleanups.
• Advice on what to ask your respondents, or on whether a survey meets a legal requirement that applies to you. We are not able to give legal advice.

For custom development, a WordPress freelancer or agency will serve you far better than we can, and we are happy to describe what needs building.

Which versions we support

We support the current release of SurveyX and the one before it. If you are further behind, the first thing we will ask is that you update, because there is a good chance the problem is already fixed.

SurveyX is supported on WordPress 6.0 or newer and PHP 7.4 or newer. Anything older sits outside support, as do WordPress and PHP releases that no longer receive security updates.

How to get an answer quickly

Almost every request is resolved faster when the first ticket already includes:

1. What you expected to happen, and what happened instead.
2. The exact steps to reproduce it, and a link to the page where we can see it.
3. Your SurveyX, WordPress and PHP versions.
4. A screenshot or short screen recording, if it is a visual problem.
5. Whether it still happens with other plugins deactivated and a default theme active.

If we need to look at your site directly we will always ask first, and only for as long as the investigation takes. Please take a backup before giving anyone access to a live site.

Working together

We are a small team and we answer messages ourselves, so you are always talking to someone who knows the code. We will be straight with you about what SurveyX can and cannot do, and we ask for the same courtesy in return. We may decline support where someone is abusive towards the people answering.

Get in touch

Pro support: open a ticket at ruby.ticksy.com, which keeps the whole conversation and your licence details in one place. Anything about this policy, or about a purchase: [email protected].