Support Policy

Effective Date: 25 August 2017

About this Support Policy

This Support Policy describes what support you can expect from us in regards to the Robot Ninja Service.

If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Service. 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 25 August 2017.

By using any part of the Service or providing personal information to us, you consent to us processing it as set out in this Support Policy.

What Our Support Covers

We only support our Service, provided via RobotNinja.com. Our Support includes assistance with configuration and use of Robot Ninja, the helper plugin, your store's WooCommerce REST API and other elements essential for effective operation of the Service.

Bug Fixing

We will fix any defects in our Service as quickly as possible after they are brought to our attention. We will also try to provide a workaround via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the Service as part of our scheduled updates.

If you think you have found a bug, please let us know.

Feature Requests

We will constantly work to improve the Service by adding additional features. Features will be prioritised primarily on popularity of requests from our customers. To request or show your support for a feature, vote on the Idea, or if you do not see it already, add it on the Ideas & Feedback board.

What Our Support Service Does Not Cover

Our Support Service does not cover Third Party products and services, which may include Plugins or Themes. We may require you to disable Third Party products that are installed on your site before we are able to assist you.

We do not give general WordPress support. You can find resources and answers for WordPress in the WordPress.org support forums and WordPress Codex.

Nor do we provide general WooCommerce support, including for issues found by Robot Ninja when testing your store. You can find resources and answers for issues with the WooCommerce plugin via the WordPress.org support forums. You can find answers for issues with official WooCommerce products via WooCommerce.com or in the WooCommerce Documentation.

Customization

We provide our Service as is. While we can help you to configure our Service within the capabilities of it, we do not customize our Service or support any Third Party customizations of our Service undertaken on your site.

A customization is anything that changes the way our Service looks or functions relative to how we make our Service available to you.

If you need customization, we may offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions or providers. Third Party services that some customers have found helpful include:

Support Channels

We only provide Support Services through our Helpdesk. We will always do our best to respond to any questions from any channel, but we can not guarantee to be able to provide support through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone).

You need to submit a ticket using the Helpdesk to take advantage of our Support Service. We may ask you to send us temporary login details to your website if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.

You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions.

Our documentation contains answers to common questions and may help answer questions you may have.

General Information

Our general support hours are Monday to Friday, 08:30 to 17:00 Australian Eastern Standard Time (AEST, or UTC +10). 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:

  • Interpretation
  • Account Registration and Authorised Users
  • Confidentiality
  • Indemnification
  • Term

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.

Supplementary Glossary

  • 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;
  • Helpdesk means the Support Service interface on our Website, accessible at https://robotninja.com/contact/;
  • Support Policy means this support policy, as amended from time to time;
  • Terms means the Robot Ninja Terms & Conditions located at https://robotninja.com/terms/