SUPPORT POLICY

Where to start

Your experience with PHILPMA doesn’t stop at the checkout. We are committed to providing you with the support you need to take full advantage of our service.

Your first step at getting guidance on a specific query is to inform our support team, they are available 24/7 to assist you. You can easily contact us from your Facebook account and our team will be there to assist you.

 

Support Channels

Support is only provided via our Facebook Chat Support and Contact Us Page. Currently, we do not provide support via any other channel (including, but not limited to Twitter, text messages or over the phone).

Although you may find information about us in forums and articles, please be aware that we do not moderate those. Our team can only assist you via our Facebook Chat Support and Contact Us Page.

 

Who can access the Help Desk

To access our support, you will need to have an active Facebook account and a verified E-Mail address. If you don’t have any of the said accounts, you will not have an access to support.

 

Refund policy

Depending on the courses you purchase, you are entitled to a 31 day refund period from the date of your purchase. Find out more details about the refund policy and how it applies. Read more about our Refund Policy. 

 

Troubleshooting issues on a customer’s website

In certain circumstances, we may need to login to your account and troubleshoot an issue you have reported. We also ask that you always change your password information or remove access, after we’ve helped you with the task. While our team takes all the necessary precautions when working on your server, PHILPMA does not accept any responsibility for any damage, or loss of data caused as a result of our team working on your account.

 

What is included in our support service

Support includes assistance with the payments, configuration and use of our website. Only our holders are supported. 

 

What is not included in our support service

  • Support for queries from third parties
  • Fixing issues related to integrations with other third party software that are not mentioned on our pages, as supported integrations
  • Customizations and modifications (including, but not limited to color changes, image changes etc…)
  • Adding new features to our courses, or extending the existing features.

In our quest to provide the best possible support, we must have some limitations to allow our support team to provide the best service. Providing assistance with customizations and modifications can take up extra time from our support agents, which can hurt their ability to respond to another customer with a valid issue, in a timely manner. And that customer can sometimes be you.

 

24/7 Support & Escalated Issues

At PHILPMA we have a customer support team available 24/7 who will respond with regular updates to your submitted tickets, and we remain committed to finishing tasks and requests in as fast turnaround.

However, Please Note that tickets that:

  • require bugs to be investigated,
  • require additional troubleshooting due to specific setup/hosting environment
  • require additional development from our Team
  • or require some changes to our issued certifications

will attain the escalation of Tier 3 and will require a greater turnaround time. In these cases customers will be provided a tentative timeline (where possible) on their tickets and regular updates when the status of their ticket changes so be sure you will only put correct information on our website or else it might misinform us about your true credentials.

 

Bug Fixing

When a bug is reported to us, we commit to fixing the issue as soon as possible. 

For smaller issues in our themes & plugins, and when possible, we try to provide a solution via our Help Desk as a temporary fix while we’re waiting for a new product update.

A bug is only valid when it is an issue with the set of features we advertise about our website. A new feature request or a new integration will not be considered as a bug.

 

About this Support Policy

Our Support Policy outlines the expectations you can have from our support service.

By using our site and purchasing our products, you consent to our Support Policy.

If you do not agree with our Support Policy, or have questions, please contact us before using our website and purchasing our courses.

 

Last updated on April 19, 2021