tech support: free versus paid version

  • Resolved hermespan

    (@hermespan)


    1 year, 7 months ago

    I contacted Visual Composer (hereinafter VC) twice, I believe by email, but received no reply. So I am posting here…

    Why is the price difference between customer support when using the free versus the paid subscription? I expect there has to be a substantial difference but I am not keen on vague adjectives like ‘premiere’. To me what means something is along the lines of ‘with free plan there is zero customer support’ (hence ignoring my enquiries) or ‘with free plan one is permitted one email, and three live chats per month, zero telephone support whereas with paid subscription one gets five emails, ten live chats and one call per month – plus the staff that serve paid customers have taken a certification course in VS.’ Or some such.

    The reason I chose VS is because I am an absolute beginner, the only experience I have had is with Blogger in 2007. I find Word Press intimidating (not deliberately obviously) and need a drag and drop interface. But even VC is way too complicated for me so far. Too many choices, too fancy. But I am willing to give it a try.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Rohan Khandeparkar

    (@rohanvc)

    Hi,

    Thanks for trying the Visual Composer plugin. The free version of the plugin comes with limited support and covers any pre-sale questions.
    The premium version comes with priority support for any issues related to the plugin. The support is exclusively provided via the ticket system which is accessible at: https://help.visualcomposer.com/support/ using a premium license.

    Thread Starter hermespan

    (@hermespan)

    Thank you for the information. Now I know that Visual Composer does not provide telephone or live chat support. But, ‘limited’ and ‘priority’ are not meaningful to me. Please provide some details about what distinguishes them. What are the limitations of “limited support” – pre-sales only? For example, if I buy the paid version is there a certain number of tickets per month or per issue?

    I ask because I am a rank beginner. I chose a Managed Word Press host (Nexcess) because their reputation is providing specialist-trained and responsive technical support – although even now they are starting to reply with statements such as ‘contact our partners’.

    I bought Apple because of their stellar customer support. I am happy to pay a higher price for a product or service if I get superior support. Might I suggest an option to do the same with Visual Composer. It will inspire confidence and increase sales – at least with this old man technophobe. I am constantly having technical issues with Word Press and I expect the same with plug-ins. I expected Visual Composer to be similar in ease and simplicity to Google Blogger. It is nothing close. I find it non-intuitive and overly complicated for my basic purposes. So, I require technical support, it is not an extra.

    Plugin Support Rohan Khandeparkar

    (@rohanvc)

    Hello,

    The limited support majorly covers any pre-sale questions. We also actively maintain the free version and support issues such as bugs, fatal errors, etc. arising from it.
    There is no restriction on the number of tickets in premium support. It covers any issues related to the plugin.
    You can check our support policy: https://help.visualcomposer.com/support-policy/ to see what exactly premium support covers.

    Thanks,

Viewing 3 replies - 1 through 3 (of 3 total)
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