Hi Jean-Marc,
We usually reply within a couple of hours, but in times when we have more tickets than usual, it can take up to 1 to 2 days - depending if there is a very large number of tickets.

That is rare to happen, so this kind of waiting time should not be repeated.

Thank you for your patience.

We replied to your original ticket, where you described the issue with the google Sheet linked tables.
Please check it out and let's keep following up there if that's OK.

Thank you.

Hi Jean-Marc,

Sorry, I misunderstood the question at first, I see what you mean.
Yes. For example, we have our free/Lite Plugin support on this Page at WP.ORG Site : 
https://wordpress.org/support/plugin/wpdatatables/.

There, our users who have the free/Lite wpDataTables version can report any issue they come across.

We can help the Lite users to a certain extent - but it depends what kind of issue they experience.

For some basic issues, of course, we can help, but for some more advanced issues which require logging into their Site and doing deep troubleshooting, there is a limit.

It also depends if the issue comes from our Plugin itself, or if there is a conflict with a Theme or another Plugin, etc.

For our users who have an active premium licence, we are able to go into more troubleshooting details - such as to remotely log in your WP-Admin, we can also escalate a specific case to get help from our developers to debug some issues, etc.

Even if there is a conflict caused by a specific Theme or 3rd party Plugin - if it is crucial for our user, our developers can try to debug it - and so far, they were able to resolve all reported conflicts by workaround fixes.

Of course, the premium support also has some limitations. We are not able to do custom work, such as, for example to build custom data or custom tables/write custom SQL Queries for our users;

but we can help with a lot of issues.

 So looking overall, simply put, we provide a higher level of support for paid users with active licences - compared to free/lite users.

I hope this helps to clarify that part - Let me know if you have any additional questions.

Hi Jean-Marc,

You're welcome, I am happy to advise.

Please don't hesitate to reach out to us if there are any additional questions.

Thank you.