Why should I upgrade my membership?

Will I get immediate support if I need it? Also, would a staff member go into my Wordpress and help me resolve a problem or set something up for me?

  • Ash

    Hello @Leah

    Welcome to WPMU community!

    I hope you are well today and thanks for asking the question.

    Yes, you will get a response within one hour, well normally you will get within 15 mins, but sometimes when forum is too busy and during weekend you may face some slower rate of response.

    When you will post a question, we try to give solution over the forum, may ask you to do some troubleshoot and if it's not easy to solve then we may login to your system and give the solution.

    Increased API access:

    https://premium.wpmudev.org/terms-of-service/#api

    And Unlimited access to our scheduled live chat support sessions.

    Please let me know if you find this is helpful, or if you have any further questions.

    Cheers
    Ash

  • Leah

    After spending some time using this service... my feedback is this:

    "wpmudev" is a little misleading because you only offer support up to a certain degree... just providing links to helpful tutorials, etc. I upgraded my membership to 3 months with the expectation that you would login to my system to solve the problem for me. That was the selling point for me. I got free help on a plugin through Codecanyon, so I was looking for a service like that for more general issues and I was willing to pay for it... as long as I got "real-time" support. I'm sorry but "24/7/365" and "real-time" support is very misleading. I recommend one-on-one live chat instead (see Hostgator).

    I'll stick around to see if the service improves to what you promise, but in the meantime I asked for a refund.

  • Ash

    Hi Leah

    Sorry for your frustration here.

    with the expectation that you would login to my system to solve the problem for me.

    I am not sure if you missed my part, I have mentioned that "if it's not easy to solve then we may login to your system and give the solution."

    For example, you have got a problem, and the solution is just flushing the permalinks. In that case, we just show you the procedure like "Please go to Dashboard > Settings > Permalink and select anything except default one and save." Do I need really login to your system to do this?

    In case if it is difficult for you to solve or find out the issue, we do login in your system and try to give a solution. If you visit around some posts in the forum you may notice that we do login.
    Some example links:
    https://premium.wpmudev.org/forums/topic/i-dont-know-how-to-make-the-studio-theme-look-like
    https://premium.wpmudev.org/forums/topic/appointments-bug-when-adding-a-new-service-provider

    But yes, we don not provide custom development. We can help with little code snippet but we don't develop an app in support request.

    About the live chat, you can give your feedback at https://premium.wpmudev.org/contact/ We are always open to receive feedback from our members, so that we can improve our services.

    Please feel free to ask more question if you have.

    Cheers
    Ash

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