Support & FAQ


Posted on 04. Dec, 2018 by admin

A legacy product is one that is no longer in active development but has not yet fully retired. This is not an automatic designation, and when it does, it will be publicly announced across all of our major communication channels. Outdated products are no longer available for purchase and no software defects will be fixed (including new issues) except for basic security issues and defects that result in data loss. Official support for legacy products is included in the EllisLab support plan. Once a product is identified as an obsolete product, it will automatically become an obsolete product after 1 year. Retired products no longer receive updates of any kind and are no longer eligible for support beyond help with updates. You can find the full list of major versions and their status here . If you are having problems with a remote site and need expert help, ExpressionEngine services may be right for you.

What are your support hours?
  Posted on 04. Dec, 2018 by admin

Our standard support hours are Monday through Friday from 7: 00 am to 3:00 PM Pacific time. Sapphire and diamond support plans have expanded weekday access, covering business hours on the East and West coasts of the United States. In addition, diamond support plans have limited access to weekend support.

Question Two
  Posted on 04. Dec, 2018 by admin

If you have an Emerald support plan, you can expect to receive this guaranteed first response from us within 1 business day. Practically speaking, this means that if you send a new support ticket during or after business hours on Tuesday, you will receive a reply from us before the end of business on Wednesday. (And remember that standard support hours EllisLab - Monday to Friday from 7:00 to 3:00 Pacific time.) Similarly, if you have a Sapp support plan, you can expect a first response within 4 business hours, and Sapp support covers extended hours. For a Diamond support plan, you can expect a first response within 1 business hour. Diamond support has extended working hours and limited weekend support.

–°an I purchase support only when I need it?
  Posted on 04. Dec, 2018 by admin

Of course! Support plans are available on a monthly (as well as annual) cycle. If you just need to ask a few questions from time to time, feel free to wait until those questions pop up before signing up. You can unsubscribe from support at any time from your purchases page . Upon cancellation, you will not be billed for the following months / years and you will still have access to support for the entire paid subscription period..

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