Our goal is to respond to every problem within 24 hours.
About this Support Policy
What You Are Purchasing
This Support Policy describes what support you can expect from us in regards to Support (technical support, service Support, and related support needs).
If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.
This Support Policy is effective from June 12, 2020 and is forward-looking.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
What Our Support Service Covers
We only support our Products, sold on TeachThought University. Our Support Service includes assistance with configuration and use.
If you need help setting up or configuring your plugin, please first check the documentation and FAQs. Your question might have been answered already. If it hasn’t, please submit a ticket.
A Note About Technical Support
By design and intent, TeachThought University is a small organization with zero outside funding and limited resources. While this has many important benefits, it limits our ability to provide the type of in-depth technical support we anticipate less than .1% of you will ever require.
We will make every effort to solve any problem you might have. In the event that your problem cannot be solved, you will be provided a full refund for courses that have not been completed. Refunds for Reader and Social Learner memberships will be given for the month when the problem was experienced and any memberships will be canceled.
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 TeachThought University platform as part of our scheduled platform updates. If you think you have found a bug, please let us know.
To speed up the process, it helps to:
1. Provide screenshots and/or video captures
2. Provide exactly urls where the problem is experienced
3. Clarify hardware and software you’re using when the problem occurs (e.g., iPad/iOS 13, Desktop computer with Windows 10, etc.)
What Our Support Service Does Not Cover
Product Support Channels
We provide Support Services through our contact form.
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.
Depending on the product, you might be offered a live chat option. In both cases, 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 general support hours are Monday to Friday, 10:30 am to 18:30 pm (Eastern Standard US Time). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
Incorporation by reference
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
- Interpreting these Use Terms
- Support Service
- Passwords and Account Security
- Your Privacy
- Documents and Notices
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.
The defined terms in the Supplementary Glossary in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.
- ‘Electronic Communications‘ means any text, voice, sound, image or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf
- ‘Help Contact Form.’ You can find our help contact form here.
- ‘Support Policy‘ means this support policy, as amended from time to time. You can find our policies here.
- ‘Terms‘ means the WooCommerce Website Use Terms located here.