We offer the highest level of support for the first 90 days after you purchase one of our products. This includes things like helping you understand how the features work, uploading templates, changing settings, and assisting with hosting related issues.
After the 90 days are past, the support does not completely expire. We still offer some basic support for our products. Examples would include your site has gone down, or there is evidence of a security issue. In other words, we are not going to leave you “high and dry” if you come to us with an emergency.
That said, part of the reason we have a limit on the highest level of support is we want to keep our product price low enough that everyone can afford it, and at the same time get some reciprocation for those customers who really need extra support. 95+% of our customers only need some basic support in the beginning, and then they are fine for years to come.
But there are a few customers where they literally create tickets and ask for support all year long, or need a couple of hours of support years after spending just $30 for our product. This is where the $20 renewal fee comes into play. If we are going to spend a lot of time with you after the 90 days, we appreciate some reciprocation on your part too, and together we can help you achieve your goals.
If you look in your account, and notice there are a dozen support tickets, or support tickets with hundreds of comments, you may be a candidate for the $20 renewal fee! Hopefully, if and when the time comes, you will gladly renew without us even asking because you are happy with the help you have been receiving.
Finally, a short cut to getting more support is buying another of our products! A large percentage of our product sales come from repeat customers. As they invest their time developing a site, they find that they can quickly launch more sites using the strategy they developed initially. This is one of the reasons we take our support very seriously, as we hope to grow together with you!
