Thank you for purchasing the Turnstile plugin for Rise CRM. This document outlines our support policy, response times, and how to get the best assistance for your needs.
Monday - Friday: 9:00 AM - 5:00 PM (EST)
We do not provide support on Saturdays and Sundays
Our support covers the following areas in accordance with CodeCanyon/Envato's Item Support Policy:
We classify all support requests using the following priority system to ensure critical issues receive immediate attention:
| Priority | Description | Response Time |
|---|---|---|
| P1 - Blocker |
Critical system failure • Plugin completely non-functional • Security vulnerabilities • Data corruption/loss issues • Site breaking due to plugin |
Within 4 hours (Business hours only) |
| P2 - Critical |
Major functionality impaired • Core features not working • Turnstile validation failing • Installation/activation issues • Performance severely degraded |
Within 8 hours (Business hours only) |
| P3 - Major |
Significant but non-critical issues • Some features not working properly • Configuration problems • Compatibility issues • Documentation errors |
Within 24 hours (Next business day) |
| P4 - Minor |
Low impact issues • Minor UI inconsistencies • Enhancement requests • General questions • Feature clarifications |
Within 48 hours (Within 2 business days) |
Priority: P1-P3 depending on severity
Include steps to reproduce, error messages, and your environment details (PHP version, Rise CRM version, etc.)
Priority: P3-P4
Requests for modifications to existing functionality. May require additional development time.
Priority: P4
Suggestions for new functionality. We evaluate these for future updates but cannot guarantee implementation.
Priority: P3-P4
Questions about installation, configuration, or usage. Please check documentation first.
Priority: P4
Requests to improve or update documentation. We appreciate feedback to make our docs better!
Priority: P1-P2
Urgent issues affecting your production environment. Provide detailed impact assessment.
Priority: P3-P4
Requests for assistance with specific tasks or configurations.
To help us assist you quickly, please include:
As per Envato's policy, we provide:
If you're not satisfied with the initial support response:
Custom development is not covered under standard support. However, we're building an exciting beta program called Innovation Bridge where buyers participate in the development of new features and updates.
The reason for this program is that everyone can benefit from buyers' great ideas without paying customization fees. We invite all interested buyers to join our Innovation Bridge program.
For traditional custom development outside of Innovation Bridge, please submit a ticket and choose service request to discuss custom work as a separate project.
We provide installation guidance and troubleshoot installation issues, but we don't perform installations on your server for security reasons.
We monitor Rise CRM updates and release compatibility patches as needed. This is included in our ongoing support.