Support expectations

[CoachB]

I notice that the pro version is required for extra features and support for 1 year. I noticed that there is about a 1 week lag time before questions are answered here. Is that the response time that can be expected for support inquiries?

[Rob]

Hi Coach. Thanks for the note here; no, the gap you’re seeing on the pre-sale question forum was specific to this past week…the team member who was monitoring these threads was unfortunately let go, and only today did we get to catching up on her threads. This forum – with the exception of the past couple weeks – is monitored daily during the business week.
For paying customers, the responses are usually even quicker since the Events Calendar PRO forum here on the site is monitored by a team of 3-4 support folks on a given day (whereas this pre-sale questions forum is just 1 person). There is generally no more than a 24-hour turnaround on inquiries posted there.

Hope that helps. If you have other questions, please let us know and we’ll do what we can to get an appropriate response.

[CoachB]

Thanks for your response. Question about Developer license. IS the renewal fee the same as the initial fee? I assume that your annual fee is for ongoing licensing/activation of the calendar pro. Is there a way to control which sites are active. E.g. if a client who we have setup and installed calendar pro on decides to discontinue our services, can we disconnect their site and reuse the license on another client. If your renewal requires entering a new license number we could control who gets those but if they just roll over how could we disable a site? For instance on in which we no longer have admin access?

[Rob]

Hey CoachB. The renewal fee for the Developer license, while still not actually something we’ve officially defined, should be cheaper than the initial cost you paid (the same is intended to apply to all license types).

Based on how the license works: it is required for plugin updates & access to support. The plugin doesn’t stop working without a license, beyond that — all the features remain in place. This quickly can become obsolete without a key, though, since we release monthly maintenance updates and you need a key to update to the latest PRO release. Once you start running the plugins out of sync (say, you update the free The Events Calendar to 2.0.9 but don’t have a key for PRO, so it stays on 2.0.8) there are going to be bugs and other unintended quirks. Similarly, if our support team is going to help resolve an issue on a site, that site does need to have a valid license in place.

As the account holder, you do have the option to disconnect keys at will (from here on the tri.be site, meaning you wouldn’t need access to the site-in-question). So if a client stopped using your services, you could disconnect their key.

[CoachB]

Great. Thanks for your reply. Sorry about the duplicate e-mail earlier.

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

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