At GoDAM, we are committed to providing high-quality support to our users. This Support Policy outlines the scope of our support services, response times, and available channels.
Support Channels
We offer support through the following channels:
- Customers who purchased the premium plan, use Helpdesk and submit a support ticket.
- WordPress.org Support Forum – Community-driven support for free users.
- For any feature request or issue found in our GoDAM plugin, use the GitHub issue tracker.
Note: We do not provide support via phone calls at this time.
Premium Support
Our premium support is our personalized support channel that is available via helpdesk only to users who have subscribed to the paid plan and have an active plan. We do not use social media and other mediums like Slack to provide support.
While resolving a support request, we might require you to provide us with your WordPress website login details and server details. We will only request these credentials if they are absolutely needed for us to assist you. We might also require you to disable any 3rd-party plugins or themes installed alongside our products to troubleshoot any potential issues.
All helpdesk tickets and any information you share with us through these tickets are confidential. Only you and our support team have access to helpdesk tickets.
Scope of Support
The support team will provide support only for GoDAM WordPress plugin and GoDAM Central. A valid license key and active subscription are prerequisites to availing of our premium support for our product.
What our service covers
Our support service includes assistance with product installation and configuration. We are also available to address:
- Any doubts that might arise with regards to our product’s settings and features.
- Troubleshooting plugin-related issues.
What our service does not cover
Our support service does not cover any 3rd-party products or services. The WordPress plugin ecosystem is such that we cannot predict compatibility with other products or services and thus do not usually guarantee it. In the case of a compatibility issue, we will try our best to point you in the right direction, but we cannot guarantee support.
Response Time
Our support team aims to respond to all inquiries within 24 hours on business days (Monday–Friday). Response times may vary during weekends or holidays.
Technical support
We do not provide custom code as part of our support. However, if we deem your requirement to be in line with our vision of the product, we might provide you with a snippet to point you in the right direction. Our library of documentation is a great place to start for information about our products.
Free Support
Users using our free GoDAM plugin without any paid subscription can create the support ticket via the WordPress plugin forum or create a GitHub issue for their queries related to the products.
Our support team aims to respond to all inquiries within 2-3 business days. Response times may vary during weekends or holidays.