Welcome to the forum:
Our moderators actively respond to forum support requests during normal business hours which are Monday-Friday, 8am - 5pm Central Standard Time, typically within one business day. Although some moderators choose to work during the weekends, we can not guarantee immediate attention to your requests. Thanks for understanding.
What is included with support:
Premium support includes theme/plugin issues such as: bugs encountered under normal operation, how to use basic features, basic WordPress help, and basic help with customization (meaning we point you to resources and will help in more depth as time allows). More information.
4th of July weekend:
Please note that due to the 4th of July celebrations, today, Friday July 3 the iThemes offices are closed. Normal Support will resume on Monday July 6.
Thanks for understanding, and have a great weekend.
Posted 04 April 2014 - 07:08 AM
I was a huge supporter of Better Security, in fact it was the only way to go..
It appears you have taken over this product, and apart from it being a site killer, which is what I am noticing on my sites, I am guessing you will correct the problems and return all the features and site access as per the original plugin.
I see that you offer limited support unless we purchase that plugin.. In fact there now appears no support unless we purchase the plugin...
I have no problem purchasing, however providing there is a money back offer if you are not able to correct the plugin issues that seem to have been created (do you offer a money back guarantee on your products)..
Also your plugin advertised with significant differences from the free to the pro, but I cannot see any difference from the pro version to the free version.. Apart from maybe email support there appears to be no obvious differences that I can see, so I am trying to work out what I would be getting for paying for the pro version.. Can you please point out what is offered with the pro version v the free version..
Posted 04 April 2014 - 09:14 AM
Thanks for your interest in iThemes Security!
iThemes did acquire the plugin but the developer is still Chris Wiegman. He's been working hard on this new release and is going to be focussing on a lot of great new features.
Premium ticketed support is offered for the Pro version. The free version support is still supported by the community on .org.
Since this is a digital product there are no refunds. I've added a link below describing our refund policy.
We are planning on releasing a lot of really great features for Pro. At this time, the difference is our premium ticketed support. I've link to some documentation explaining the changes in the update our public roadmap so you can see what's in the works.
Please let me know if you have any other questions!