Policies —

What is considered “adequate time” for a support response?

Our official support hours are Monday through Friday, 9AM to 5PM US Eastern Time. Please note: There are no official support hours on Saturday or Sunday.

Everyone’s idea of “adequate time” for a response to their support request is certainly going to vary. For sake of clarity, we will briefly define our support priorities and anticipated response timelines here.

Priorities

The Gravity Forms Support Team priorities are as follows:

Priority Support – reserved for Elite License holders
Standard Support – for all license holders
Contact Form Inquiries – for anyone

Support requests for both Priority Support and Standard Support are prioritized based on the type of request. Support requests for current plugin functionality and features are handled first. Requests related to customizations or other general queries are secondary to those requests and will be handled as soon as possible thereafter.

Please be sure you read our WordPress version requirements for support before opening a support ticket.

Priority Support

Priority Support is reserved for Elite License holders with active license keys. Please note that Priority Support is still a queue and requests are handled in chronological order from the time they are received based on the criteria listed above. During our posted support hours, we will endeavor to respond to all Priority Support requests within 24 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate with the member as needed to gather more information to help resolve the issue.

Standard Support

Standard Support is open to all license holders with active license keys. During our posted support hours, we will endeavor to respond to all requests within 48 hours. We do not guarantee a resolution to the request in that time period, but will acknowledge the request and communicate with the member as needed to gather more information to help resolve the issue. Please note: standard support requests may take longer than 48 hours to receive a response when submitted on a weekend. Our office is closed Saturday and Sunday and therefore that will delay the response time.

Contact Form Inquiries

Inquires posted through our general contact form will be addressed and replied to as quickly as time allows between Priority Support tickets and Standard Support tickets. Inquiries will be prioritized based on the type of request (i.e. support access issues will be addressed ahead of pre-sale questions, etc.). Of course, we will be happy to answer all requests as quickly and completely as possible but ask that members allow us adequate time to help others in the support queue. Your patience is greatly appreciated.