We're Moving to a New Support Platform – Starting June 1st!

We’re excited to let you know that starting June 1st, we’ll be transitioning to a new support system that will be available directly on our product websites – Amelia, wpDataTables, and Report Builder. In fact, the new support platform is already live for Amelia and wpDataTables, and we encourage you to reach out to us there.

You'll always be able to reach us through a widget in the bottom right corner of each website, where you can ask questions, report issues, or simply get assistance.

While we still do not offer live support, a new advanced, AI-powered assistant, trained on our documentation, use cases, and real conversations with our team, is there to help with basic to intermediate questions in no time.

We're doing our best to make this transition smooth and hassle-free. After June 1st, this current support website will redirect you to the new "Contact Us" pages on our product sites.

Thanks for your continued support and trust – we’re excited to bring you an even better support experience!

Okay
  Public Ticket #3359216
Support not answering urgent request for help
Closed

Comments

  • Carolyn Knight started the conversation
    April 29, 2023 at 5:12am

    I submitted an urgent request for support 2 days ago and am not being helped.

    I paid for the premium plugin, and have lost functionality on my site for 2 days since my site's functionality depends on tables.

    Please respond.

    Carolyn Knight

  • Brenda replied
    April 29, 2023 at 3:18pm

    I agree - a premium/paid plugin should get prompt attention for sure.  It seems that questions regarding Amelia get answered quickly - but not questions regarding wpDataTables.  We are still in our trial period - and although I want this plugin to work for us, unfortunately this does not bode well :(

  • Carolyn Knight replied
    April 29, 2023 at 3:28pm

    Thank you Brenda. I'm really surprised too.

    Still no response. 48 hours. I've had to hire an outside tech service to look into the problem since my site depends on table data being displayed. Needless to say I'm also looking at other plugins now too.

    Thank YOU for being a voice out there and noticing!

  •  1,895
    Miloš replied
    May 3, 2023 at 3:10pm

    Hi, Carolyn and Brenda.

    Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets.

     I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.

    Our working hours are from Monday until Friday , from 8 AM until 7 PM UTC+1 Serbian Time zone.

    We sincerely apologise once again for the Thursday and Friday without our response.

    In regards to the weekend, we do not work weekends and we also had a holiday break during the 1st and 2nd of May for the Labour Day,

    so that additionally postponed the response,

    but there are no excuses, we will do our absolute best to respond quickly to all tickets going forward.

    -

    We responded to both tickets, and will proceed monitoring for your responses.

    Thank you for your patience and understanding.

    Kind Regards, 

    Miloš Jovanović
    [email protected]

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