Need help with Social Rocket? You’ve come to the right place.
1) To start, please look for an answer in our Documentation section. Many times you will find the answer there already.
2) For feature requests, go to our Feature Requests page.
3) Otherwise, you can submit a support ticket at the bottom of this page.
Social Rocket Support Policy
About this Support Policy
This Support Policy describes what support you can expect from us in regards to Social Rocket products.
If you have questions about this Support Policy or do not agree with it, please Contact Us before using this website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.
By using any part of this website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
What Our Support Service Covers
Our Support Service includes assistance with Social Rocket plugin installations, configuration, and use. If you need help setting up or configuring your plugin, please first check the documentation and FAQs of the product. Your question might have been answered already. If it hasn’t, please submit a ticket.
Bug Fixing
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, we recommend you follow the steps in the WooCommerce self-help guide first. If you don’t, we might ask you to go through those steps.
What Our Support Service Does Not Cover
Our Support Service does not cover products authored by Third Parties. For issues with 3rd-party software we will direct you to contact the authors of that software directly.
We do not give general WordPress or WooCommerce support. You can find resources and answers about WordPress in the WordPress.org forums; for WooCommerce support you can contact them directly.
Customization
We provide our Products as is. While we can help you to configure our products within their existing capabilities, we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you
If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customized Products. Third Party services that some customers have found helpful include:
Product Support Channels
We provide Support Services through our Helpdesk. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
Other support options
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify advice you receive through community forums before relying on it.
General Information
Our general support hours are Monday to Friday, 9:00 AM to 5:00 PM (U.S. Central Time, or UTC +5/+6), excluding U.S. holidays. Although we strive to respond to all queries within 1 business day, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
