Better Workflow - Support
Support guidelines top
Since we launched Better Workflow we have strived to provide top quality support, but we are a small team and it is a big job.
In general we have been pleasantly surprised with the level of detail provided in the tickets we have received, but we are always look for ways to improve the service. So, to save your time and ours we decided to put together some support guidelines.
Please read these carefully before submitting your ticket.
Submit all support tickets through Tender, this is the best way to record and track your issue and will ensure that the whole BWF team is notified.
Please note, support is provided during UK business hours only (10am - 6pm Monday to Friday).
Support tickets are answered in the order that they are received. Our goal is to have a first response to all threads within one business day of posting time.
When submitting a ticket please ensure you tell us:
- EE version
- BWF version
- Basic server info including PHP version
- A list of other third party add-ons you have installed
- The browser you were using when the issue occurred
- A screen grab of your problem is also very useful
Control panel access top
It is sometimes very difficult to diagnose your issue remotely and we may ask for access to your control panel. If you choose to provide us with access it will be your responsibility to back up your database and make any other provisions necessary to guard against loss of data or damage to your site. We will be as careful as we can using your Control Panel, but sometimes problems do arise whilst trying to diagnose an issue.
If you are working locally we obviously can't do this so it may not be possible to resolve your issue.