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FAQ - Support Center Policies
Posted by on 27 March 2017 01:59 PM
IMPORTANT - IMSC SUPPORT POLICIES
Please do not submit multiple tickets for the same issue. When you submit multiple tickets it hinders us in helping to resolve your issue as quickly as possible, thank you from a grateful IMSC Support Team who are working very hard to assist you...
In order to best serve all our customers and reduce ticket turn around times please refer to the following:
We are no longer checking customer websites for other developer's plugin or theme conflicts, or individual host's memory or php settings. If after installing one of our plugins you experience issues on your website please check our initial trouble shooting steps.
We will however assist you with any issue that directly relates to our services or plugins specifically. If you have a "general sales question" the trouble shooting instructions below do not apply and your specific logins are not usually required. If you have a "how to issue" please refer to the trouble shooting steps below...
If you have not taken the time to watch our plugin tutorials in your member areas or referred to our Knowledge Base we ask that you do so before submitting a ticket for trouble shooting assistance or asking general questions that can typically be answered in our videos in your plugin members area.
If you send a ticket then come back and add to it an hour or two later it will move your original ticket to "as new" in the queue all over again. So if you make sure you have everything in your ticket you need help with before you click the submit button and do not add to it later you will not loose your place in our ticket queue...
If you are experiencing delays or inadequate assistance in getting your issue resolved please do not yell at or demean the agent helping you, simply submit a new ticket subject ATTN: Linda Lou, with your other ticket ID# and name of the agent in the ticket and kindly explain the situation. As the Support Room manager I will gladly check into the situation for you and do what is necessary to get it resolved, it is our intent to create positive conversation as well as a lasting relationship with you, and, we will do everything within our power to achieve this goal...
If you believe you should have received an answer to your issue or question sooner than you have please refer to the bottom of each reply you receive, you will see the agents name as well as the days and hours they work, it could simply be that they are currently off shift, if so they will answer you when they return...
If you reply to a ticket from your email client and it returns as not deliverable, or you don't hear from us, just come back to the support room here, register or login and you will find your existing tickets to reply back to us. Some email clients reject our system emails when you try to reply to us; why?, honestly we do not know, there are so many email clients worldwide and it is so sporadic we have been unable to nail it down. However, we are working in the background to bring a new support system online that we are hoping will alleviate this issue for you, and for us. We have also built an inclusive knowledge base to further assist you in getting your answers quicker...