At Jetpack CRM, we take pride in providing efficient support via our help desk. Our support policy below outlines what we can and can’t assist with.
We offer priority email support to customers with active paid plans or services. If there’s something we can’t directly resolve, we’ll do our best to guide you toward other helpful resources.
Our products work well with the vast majority of WordPress sites. If you’re unsure whether they’re the right fit for your site, please don’t hesitate to get in touch: we’re always glad to help you figure out what works best for you.
All support is handled via email, as we’ve found it’s the most effective way to troubleshoot and resolve issues related to Jetpack. Our support team works primarily in English; if you reach out in another language, we’ll translate your message and respond in English.
Scope of Support
We provide support for the Jetpack CRM core plugin and its extensions.
Please note that we’re unable to help with third-party plugins or services that we don’t own.
Our support covers (but isn’t limited to) help with installation, basic setup, and general usage. We also recommend checking out our detailed support Knowledge Base docs for the core plugin and the extension: you might find the answers you need right there!
We’re able to assist with sites running Jetpack CRM and WordPress versions that meet our minimum requirements; generally, this means the current version and the two previous releases. To confirm your versions, just visit your site’s Dashboard and Plugins page in WP Admin.
The table below summarises what we can and cannot assist with:
| Assistance installing and setting up the CRM | Happy to help ☺ | |
| Technical questions about the CRM’s built-in features and functionality (including extensions) | Happy to help ☺ | |
| Product bug fixes | Happy to help ☺ | |
| Compatibility with 3rd party plugins | Cannot help ☹ | |
| Customizing product visuals or functionality | Cannot help ☹ | |
| Server technical assistance & configuration | Cannot help ☹ | |
| Help with Client Specific Requests | Cannot help ☹ | |
| Custom development and code | Cannot help ☹ |
We do not provide general WordPress support. Please refer to the WordPress.org forums for general WordPress support (i.e. what is WordPress and how to use it).
We prioritize support for users who have purchased extensions or a bundle plan. CRM owners using only the free core plugin can access support through the CRM public forum on WordPress.org as a starting point.
We also do not offer, by any circumstances, additional or escalated support on a paid basis.
Support is provided to the original license holder and is non-transferable. We can only support the number of sites listed specified in your license.
How we support you
As part of troubleshooting, we may ask you to temporarily deactivate third-party plugins or switch to a default WordPress theme. This helps us check for conflicts between Jetpack CRM and its extensions and other plugins or themes. If we discover the problem isn’t related to Jetpack, we’ll do our best to point you to the right place for further help.
Server Access
In some circumstances, we may request or be provided access to your web server(s) and/or WordPress administration panel to help diagnose and address issues.
However, we’re not able to access any other accounts or platforms, such as your hosting provider, domain registrar, or cPanel.
We remind customers that we cannot be held responsible for the consequences of any access granted. It remains the customer’s responsibility to ensure data integrity, availability, and security. We suggest customers take appropriate backup and security measures before and after granting access.
Bug Fixing
We are committed to regularly updating the core and the extensions. If you encounter a bug, please report it to our support team so they can investigate. Any security-related bug is fixed immediately, and an update is released as soon as practicably possible.
Submitting a ticket
If you’ve read the above, thoroughly checked the Knowledge Base for answers, and believe your support request is within the above classifications, you can submit a ticket here.