Last modified: January 2025
At If-So, we’re committed to providing reliable and responsive support for all our users. This SLA outlines the level of service you can expect when holding an active Pro or Geolocation license.
1. Coverage
We offer support for:
- Plugin usage and setup
- Bug fixes
- Conflicts with third-party plugins (to the extent possible)
Our team may also log in to your site and help fix issues directly when needed.
We do not provide:
- Custom development or coding
- Assistance with non-If-So products
2. Who’s Eligible for Support?
Support is available to all users, including free users. However, priority is given to paid license holders (Pro or Geolocation).
An active license is required to receive support.
3. Support Availability
Support is provided via email or support ticket, Sunday–Thursday, between 09:00–19:00 (Israel time), excluding Israeli holidays.
4. Response Time
We aim to respond to all inquiries within 12–24 hours. Maximum guaranteed response time is 48 hours.(same response time for all plans).
5. Support Channels
You can reach us via:
- Support ticket system
When necessary for issue resolution, support may also be provided via Google Meet.
6. Uptime and Server Status
- All conditions except for geolocation are executed locally on your server
- Geolocation service has a 99% uptime rate
- No planned maintenance
7. Escalation
If needed, issues are escalated from our support reps to our development team.