PLEASE NOTE: We're currently experiencing a larger than usual volume of support tickets, and response times may be delayed as a result. We will try to get to your ticket as quickly as we can, but if you have any additional information you can include, that may help us provide faster service. We thank you for your patience and apologize for the inconvenience.
To help us serve you better, please don't use 'latest' when entering the product version. Just enter the exact version number, like '5.2.6'.
Support is limited for Craft 3.x since it's no longer supported by Craft. Consider upgrading to Craft 5.x. Keep in mind that there might be a renewal fee for your plugin license.
Support is limited for customers using ExpressionEngine versions 6.x and earlier. We recommend upgrading to ExpressionEngine 7.x if possible.
If you need to include template code, long errors with stack traces, or file attachments, please submit this ticket without those. Then include them by replying to the email confirmation you receive once this support ticket is created.

Priority Support (Paid) – Terms & Expectations

By selecting Priority Support, you are requesting expedited assistance from the Solspace team for your inquiry.

What You Get

  • Priority handling — your request is moved to the front of the queue
  • Direct access to our team — including the option for scheduled live chat or web calls when needed
  • Focused assistance — we work closely with you to troubleshoot and resolve your issue as efficiently as possible

Scope of Support

  • A Priority Support request typically applies to one primary issue, or a small group of closely related issues
  • If additional unrelated issues arise, we may recommend submitting a separate request

How We Work

  • Our team is distributed globally. While live chat and calls are available, they may require coordination and scheduling
  • For the fastest results, we strongly recommend providing a clear, detailed description of your issue upfront, including all relevant questions, context, and access details
  • We will address as much as possible via email first, and use live sessions where clarification or deeper collaboration is helpful

Response Times

  • Priority Support is high priority, but not instant or guaranteed within a fixed timeframe
  • We typically begin work within a few hours during regular business hours (weekdays) after payment is received
  • Progress depends on timely communication and the completeness of information provided

Limitations

  • Some issues may involve bugs, edge cases, or platform limitations that require deeper investigation
  • While we will make every reasonable effort to help, we cannot guarantee that all issues will be fully resolved, especially if they involve underlying limitations or third-party systems
  • In such cases, we will aim to provide workarounds, guidance, or next steps wherever possible

Refunds

  • If you are dissatisfied with the service and we’re unable to reasonably resolve the situation, we will provide a full refund for the Priority Support request