Support Policy

Disclaimer

This page exists to clarify the length of support provided by MailPoet’s Support Team when helping MailPoet users.

Also, it explains the difference between the support provided to Free users and Premium users.

This page does not include the Terms and Conditions.

Table of contents

  1. Minimum Requirements
  2. Types of users
  3. Support for Free users
  4. Support for Premium users
  5. Plugin Customizations / Code Modifications
  6. Feature Requests
  7. Theme and Plugins Conflicts
  8. Donations

1. Minimum Requirements

MailPoet has the same set of requirements that WordPress has, check them here.

They are:

  • PHP version 5.2.4 or greater (recommended: PHP 5.4 or greater)
  • MySQL version 5.0 or greater (recommended: MySQL 5.5 or greater)

MailPoet is a “resource intensive” plugin, so we recommend a server with at least 64MB of server memory (RAM).

MailPoet has 3 different methods to send emails from your website:

  1. PHP Mail or Sendmail (these are software libraries installed on the server)
  2. Third Party (which means an external SMTP service)
  3. Through supported APIs (MailPoet currently supports SendGrid and ElasticEmail)

We cannot guarantee that your website will be able to send emails, since this is a server capability which is sometimes restricted by your hosting company. Some servers don’t have the PHP mail() funcionality enabled, while others block the SMTP Ports, thus preventing MailPoet to connect to an external SMTP service. More information on why we don’t recommend sending with your own website/host.

2. Types of users

If you install and use MailPoet on your website without buying a Premium license, you are considered a Free user for MailPoet Support purposes.

This free version of MailPoet has some limitations, which are described here. If you want to extend the functionalities of the MailPoet plugin, you will need to purchase a Premium license. As soon as you buy a license and activate it, you will be considered a Premium user for Support purposes.

3. Support for Free users

MailPoet is not obliged by any means to provide support for our free users. However, support is at the core of our company philosophy and we will gladly provide help for everyone that uses our plugin. MailPoet provides support for Free users at the WordPress.org forums.

MailPoet prioritizes Premium users’ requests for help on our website first. Questions posted at the WordPress.org Plugins Repository do not have the same priority.

If you are a Free user and need a faster answer to your question, please consider buying our Premium version.

We can’t assist Free users with:

  • Setup SPF and DKIM DNS records
  • Create Cron Jobs
  • Provide custom style modifications (CSS styles) for Subscription Forms
  • Further diagnosis of Plugin malfunction on the user’s server
  • Fixing Theme or Plugin conflicts
  • Manually cleaning your site of any malware
  • Migrate your MailPoet database from one domain to another

MailPoet reserves itself the right to NOT PROVIDE support to users that are mean or disrespectful to our Support Staff!

4. Support for Premium users

Premium users are users that have bought a Premium license (Blogger, Freelance or Agency) and have the MailPoet Premium plugin activated on their website.

MailPoet offers top-notch support to our paying users. We work hard to answer you faster than the 12 hours promised on weekdays during normal office hours. We don’t work weekends so your reply will take a little longer.

Our Premium support team does everything possible to ensure that MailPoet works as promised.

Sometimes, this does not happen, as our users did not pay proper attention to the MailPoet Minimum Requirements, as stated above. In these cases, we can provide you with a refund, no questions asked.

4.1 When we need to access your website to fix an issue

We can’t guarantee that our work will be error-free and so we can’t be liable to you or any third-party for damages, including lost profits, lost savings or other incidental, consequential or special damages, even if you’ve advised us of them. This covers the use of our plugin on your site, or the MailPoet team accessing your site to assist you with support.

MailPoet reserves itself the right to FIRE YOU as a customer and provide you a REFUND if you are mean or disrespectful to our Support Staff!

5. Plugin Customizations / Code Modifications

Our Newsletter Plugin is provided “as is”. This means that if you don’t like some aspect of the software and wants to change it, feel free to do so. MailPoet is GPL licensed. We give you this power.

Unfortunately, we can’t help you with any customizations to MailPoet’s code. This rule also applies to Premium users.

If you want to hire someone to do that for you, we suggest the fine people at Codeable

MailPoet also reserves the right to NOT PROVIDE support for modified versions of the plugin.

6. Feature Requests

We LOVE to hear your ideas and new feature requests!

We are aware that MailPoet is a nice plugin, but could be even better if we JUST integrated/developed your idea.

Rest assured, after 3 years of development we have heard almost every possible idea to improve MailPoet! At this time, we know what features are the most in-demand.

Our team of developers is a small one. So, trust us to assign priority to new features. If the idea is good and will benefit lots of users, we will DO IT!

7. Theme and Plugins Conflicts

Some badly coded Themes and Plugins conflict with MailPoet, making it partially or entirely unstable. In these cases, the solution is to change the theme or deactivate the plugin generating the conflict.

If you are a Premium user and you have a theme conflict, MailPoet’s Support Staff can try to fix it for you. But we won’t promise a solution.

If you are a Free user, we suggest you get in touch with the theme’s author or the person responsible for your website.

If the error is caused by a plugin, we will always suggest you to get in touch with this plugin’s author to ask for a fix.

MailPoet won’t fix issues caused by other plugins.

8. Donations

Loved our Plugin and our Support and want to donate to us?

There’s no need for that!

MailPoet is proud of providing top notch support for free to everyone. If you really must donate some to us, why don’t you buy a Premium license instead? This way you will benefit from our Premium features, while also maintaining the development of our plugin!