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Support Policy

Tyche Softwares is based in Mumbai, India and our support hours are 10 am to 6 pm(GMT +5:30 timezone), we work from Monday to Friday. On working days our response time will be around 24 hours, it can take a bit longer during weekends and other public holidays.

What Support Includes

We provide support for all the products listed on our website, it generally includes:

  • Guidance with the installation of our plugins
  • Helping you configure and use the plugins correctly
  • Fixing known bugs and issues in our plugins
  • Helping you to utilize all capabilities of the plugin to meet your requirement

What Support Does Not Include

Support at Tyche generally does not include the following:

  • Help for any third party themes or plugins
  • General WordPress Support (We recommend you to use forums for that)
  • WooCommerce Configuration help (Please contact WooCommerce for that)
  • Any type of customization

We might not be able to help with these things directly but we will always point you in the right direction for all your questions.

Bug Fixes

We try our best to avoid bugs in our plugins but as it is the case with any software, there are times when a minor bug would pop up. We are committed to fixing any and all bugs that our customers report to us. Bug fixes may take a bit longer than a general support query but we will always fix all the bugs in our plugins.

Our Support Channels

Our primary support channel is Helpdesk, for any post-purchase question we recommend you to create a ticket on our helpdesk. This is the best and fastest way to ask for help. For pre-sales or account related queries you can also reach us through our Contact page. We generally don’t provide technical help through our Social Media pages so don’t post your plugin related technical queries there.

At Tyche Softwares, We also provide support via Live Chat during our working hours(9 am to 6 pm IST), Find the blue chat icon on the bottom right of our website to initiate a chat conversation with us. We will recommend you to create a ticket for your complex technical support queries and for reporting bugs as it will not be feasible for us to provide support for it on live chat.

There will be times when we might ask for your login access so that we can troubleshoot the issue directly on your website. The communication on our helpdesk is completely private so your confidential login details will be secured with us. We also recommend that you always share temporary login access with us which you can revoke immediately after we have fixed the issue on your website.

Be Nice To Our Staff

We treat all our customers with the utmost respect and affection and we expect our staff to be treated the same way. You are requested to refrain from using bad or abusive language while communicating with us. We believe in working in a positive environment as that brings the best out of us.