1) To start, please look for an answer in our Documentation section. Many times you will find the answer there already.
2) For feature requests, go to our Feature Requests page.
3) Otherwise, you can submit a support ticket at the bottom of this page.
This Support Policy describes what support you can expect from us in regards to Sliced Invoices products.
If you have questions about this Support Policy or do not agree with it, please Contact Us before using this website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.
By using any part of this website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
We only support Sliced Invoices Products, sold on slicedinvoices.com. Our Support Service includes assistance with Product installations, configuration and use. If you need help setting up or configuring your plugin, please first check the documentation and FAQs of the product. Your question might have been answered already. If it hasn’t, please submit a ticket.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, we recommend you follow our How To Check For Plugin Conflicts guide first. If you don’t, we might ask you to go through those steps.
Our Support Service does not cover products supplied by Third Parties who are not our Resellers or Third Party products and services. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.
We provide our Products as is. While we can help you to configure our products within the capabilities of each plugin, we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you
If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customized Products. Third Party services that some customers have found helpful include:
We provide Support Services through our Helpdesk. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify advice you receive through community forums before relying on it.
Our general support hours are Monday to Friday, 9:00 AM to 5:00 PM (Australian Eastern Time (AEST/AEDT, which is GMT +10/+11 respectively). We are closed on all bank holidays. Although we strive to respond to all queries within 1 business day, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
Please include as much detail as possible in the description as this will help to speed up your support request. Some things to include might be:
Notice of customer service delays
We are currently operating with reduced staff due to multiple illnesses and Holiday time off. Please be aware that responses may take longer than usual. We will be closed entirely on the following dates: December 23rd, 24th, and 31st, 2021, and January 1st, 2022. Thank you for your understanding.
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