Support Policy

Support Policy

Please read our support policy carefully and completely:

Product Support Availability

IgniteWoo provides support via our helpdesk, via email, and via phone.

We strongly suggest that you either use the contact form on our Web site ( the preferred method ), or email us ( support {at} ) or file a support ticket using the Support tab on our site. However, if you feel that your support request is urgent, or you have a pre-sales question then call us – no problem.

Yes, we answer the phone!  If we don’t answer, then we’re either on all lines already, or it’s after hours. Don’t stress …. we’ll call you back as soon as possible.

We do not, under any circumstances, respond to support questions posted on Facebook, Twitter, Google Plus, or anywhere else other than the methods indicated above.

You must have a valid, activate license key to receive product support. No exceptions.

Pre-sales questions are welcome from everyone using any of the aforementioned acceptable contact methods.

Support Hours

Our general support hours are Monday through Friday, 10am to 6pm (Central Standard Time), USA. Although we very often respond to support requests on weekends and even national holidays – and after hours. No really!

We truly strive to respond to all support requests within 24 hours, if not sooner, although we cannot guarantee such response times when you request support on weekends or USA holidays. Please keep in mind that more technical enquiries may take longer for us to respond to. Please be patient.

Areas of Support Coverage

We only support products sold directly by IgniteWoo. If you somehow obtained our software elsewhere then you’re on your own.

We do not support customizations or third-party modifications. If someone modified one of our plugins for you then you must contact that party to get support.

Before contacting us for product support make sure that you’ve read the related documentation carefully. The documentation for our software is posted here on our site. Hover over the top nav menu for WooCommerce Plugins and click the Documentation link.

You must be logged in and have a valid unexpired license key to read our documentation