Each Premium Extra comes with a year of email support from the modmore team. These are the same people that develop and maintain our products, so you can be sure to get the best support possible all week long.
Visit the Support Center to browse the FAQs, discuss on our forum or to send us an email.
The modmore Support Guarantee
On weekdays, we will get back to your support messages within 24 hours. The practical response time depends on the severity of the request and we use the following overview as a guidance on response and resolution times and internal prioritization.
- Emergency • When functionality delivered by modmore is not behaving as expected on a production site, we aim to provide you resolution as soon as humanely possible, which largely depends on the time the request was received and the proximity of our team to a working computer and internet connection. If you have an emergency, please be pro-active in providing the support team with access to your MODX site to witness and resolve the issue directly.
- Problem • You're working on implementing one of our tools, following instructions word by word, but it doesn't work. According to the provided documentation and information it should definitely work, but it doesn't. When modmore is contacted for problems like these, we aim to provide resolution or confirmation of bugs within the day.
- Q&A • If your request starts with "Can I.." or "Does <name of tool> do..", you just sent us a Q&A message. We aim to respond within 24 hours to this type of question. Note that pre-sales questions also fall under Q&A.
- Hi! • Just saying hi? :) We'll wave back at you the moment we see your message come in, however the timing of a formal reply is dictated by the amount of work and other support tasks in the queue.