in Editorial, Support

A Support Policy Matters

If you’ve ever created a product, you’ve likely needed to support it. Even if you didn’t create a product, and you just happened to put together a few products and a design for a single client, you likely needed to support it.

Support is a way of life. It’s an inevitable by-product (or by-service?) of almost everything you’ll ever make. So much so that I’ve even gone to the effort of writing about both the giving and receiving of it.

So today I want to talk a little bit about the often forgotten but always needed Support Policy. Having one matters. It really does.

I wouldn’t say the size or detail of it matters too much. You don’t really want to throw a complicated, ‘sneaky’ support policy in your customer’s face.

Make it clear, concise, honest and practical. I’ve always looked to the WooThemes support policy for inspiration, along with the easy to understand Themes Depot support policy.

Regardless of if you have a support policy or not, customers are going to give you a hard time. But by having a support policy, you almost hold a ‘get out of jail free card’, giving you the ability to say something like:

I’d love to help you with that but I’m sorry, it falls outside our Support Policy. I’d recommend you contact xyz and abc for additional help with this.

So pretty much – I told you so.

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When it came time for me to put together a support policy for Recipe Hero, I included it with my Terms & Conditions and tried to make it as straight forward as possible.

Support is given up to one year after the purchase date. If you wish to get support after one year you must renew your license key or purchase a new one. Support will be given on anything related to Recipe Hero core and the extension you purchased.

Please keep in mind that we can’t support theme / plugin incompatibility issues but can try lead you in the right direction to solving them. We also cannot do customizations for you.

However, we will always strive to support you as much as we possibly can.

So make sure you have a support policy – it’ll keep your customers happier and your business more transparent.

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