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Support & Help Desk

Direct engineering support from the developers who build the plugins. We aim to send the first reply within one business day.

Business Hours: Monday – Friday, 09:00 – 17:00 Pacific Time (PT / UTC-7)

First Reply Target: Within 1 business day (critical storefront outages triaged faster)

Direct Contact: info@tillpress.com

Before you write, the documentation covers setup, settings, and common fixes for every plugin. If it is faster to just ask, use the form below.

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Prefer email? Write directly to info@tillpress.com and we will pick it up.

Issue Severity & Triage Definitions

We classify incoming bug reports and tickets to ensure urgent store issues receive immediate attention:

  • Severity 1 — Critical Outage: Live checkout broken, customers unable to complete payment/orders, fatal PHP error taking down storefront pages, active data corruption, or suspected security vulnerability. Triage: Immediate priority during business hours; email with subject line URGENT CHECKOUT.
  • Severity 2 — Major Issue: Core plugin capability failing (e.g. Twilio SMS dispatch failing across orders, StoreCanvas print export failing to generate, invoice XML/PDF export failing), but customers can still place orders. Triage: Handled within 1 business day.
  • Severity 3 — Minor / Cosmetic: Admin UI styling glitch, non-blocking warning notice, localized translation typo, or edge-case compatibility with an obscure third-party extension. Triage: Scheduled for upcoming sprint release.

What Support Includes

  • Installation, activation, license validation, download, update, and documented setup questions.
  • Help reproducing a Tillpress plugin defect on a supported WordPress/WooCommerce stack.
  • Clarifying documented feature state, refund process, or configuration guidelines.

What Is Outside Standard Support

  • Custom development, theme code refactoring, third-party database migrations, or operating your store.
  • Twilio 10DLC brand/campaign registration, carrier delivery rules, hosting server administration, or payment-gateway merchant accounts.
  • Legal, tax, accounting, Peppol/PDP transmission networks, or commercial print certification.

Urgent and Security Reports

For a suspected vulnerability, review our Security Policy or email info@tillpress.com with the affected plugin/version, endpoint, and safe reproduction steps. Do not include passwords, API keys, payment card data, or customer PII. Response target applies to first acknowledgment.