Yes, support is free for all users, both for the free WPeMatico plugin and for every paid add-on. Any bug found in our plugins is fixed for free and the fix is included in a later release.

What changes with Premium Support is the depth of the help, not the access to it. The differences are explained below.

Answers, advice and bug fixes through the ticket system.

Open a ticket at any time from the Support area of your account. Describe the problem, the campaign or feed involved and, if possible, the messages of the campaign log, and we will answer with the steps to solve it.

Free support consists of answers by ticket: instructions, tips and, when the cause is a bug, a fix in the plugin. In some cases we may ask for access to take a look at your site, but we do not change your settings or update your plugins for you.

Note: We cannot guarantee urgent answers. We usually reply within hours, but it can take a day or two depending on the queue, the research needed and weekends. See How long does the support usually respond?

In-depth help, logging into your site if needed.

With Premium Support we dig in and do our best to resolve the issue for you, including logging directly into your site to find the problem and fix it. It is the right option when you need someone to set things up rather than to explain how.

• Each purchase covers one issue, problem or ticket.
• Setup help includes creating one or two campaigns as examples.
• It includes editing the configuration files of the Full Content add-on for one website.
• We recommend using it on a site that is still in development, because some fixes may cause short downtimes.
• Response times are the same as for free support: usually a matter of hours, sometimes a day or two.

Premium Support is available for different periods, from 30 days to one year. See the options on the Premium Support page.