Every active license of FacetWP includes access to support.
Settings > FacetWP > Support within your site’s dashboard.
Our support system automatically sends us some information about your site (active plugins, versions, etc) that often helps in troubleshooting.
FacetWP support is open Monday – Friday, 8am – 4pm EST.
The ticket submission form automatically closes on weekends (4pm Friday to 8am Monday).
This policy has been in place for 8+ years, helping to preserve our team’s sanity and work-life balance.
FacetWP is a fairly technical plugin, making support more difficult. Our small team would get overwhelmed with a weekend queue, and support quality could decrease.
This policy also helps encourage self-help; answers to many tickets already exist in our docs, accessible via the built-in search box.
We realize that this is a non-standard approach, but we appreciate your understanding.
Our support team will help answer basic plugin setup questions, and will troubleshoot issues that directly involve FacetWP or its official add-ons.
Support does not include assistance with the following:
- Design / styling or theming
- Site architecture
- Building new features or integrations
- Extending existing features or integrations
- Troubleshooting plugins / features / integrations that we did not build
For custom development, we recommend using Codeable to find a contract developer.