Support

Get help with Vimeify through our comprehensive support channels and resources.

Support Channels

Free Version Support

Documentation

This Site: Complete documentation for all features

• Installation Guide
• Feature Guides
• Troubleshooting
• FAQ
• Developer Docs

Community Forums

WordPress.org Forums: Community-driven support

• URL: wordpress.org/support/plugin/vimeify
• Response Time: 1-3 days (community-based)
• Best For: General questions, shared issues

How to Post:

1. Search existing topics first
2. Create new topic with clear title
3. Describe issue in detail
4. Include WordPress/PHP versions
5. Attach screenshots if relevant

GitHub Issues

For Bug Reports: Technical issues and feature requests

• URL: github.com/your-org/vimeify/issues
• Best For: Bugs, feature requests, code issues

Bug Report Template:

## Description
Brief description of the issue

## Steps to Reproduce
1. Go to...
2. Click on...
3. See error...

## Expected Behavior
What should happen

## Actual Behavior
What actually happens

## Environment
- WordPress Version: 6.4
- PHP Version: 8.1
- Vimeify Version: 1.2.0
- Theme: Twenty Twenty-Four
- Other plugins: WooCommerce, Yoast

## Screenshots
(if applicable)

## Error Messages

Any error messages from console or logs

Pro Version Support

Pro License Required

Priority support is available only with active Vimeify Pro license.

Priority Email Support

Direct Access: Email our support team

• Email: [email protected]
• Response Time: Within 24 hours (business days)
• Support Hours: Monday-Friday, 9am-5pm EST

What We Help With:

• Installation and setup
• Configuration assistance
• Troubleshooting issues
• Integration guidance
• Custom implementation advice
• Bug fixes (priority)

Private Ticket System

For Sensitive Issues: Secure ticket system

• Access: Via Pro license account
• Best For: Site-specific issues, credentials needed

How to Submit:

1. Log into your account
2. Support → Create Ticket
3. Choose category
4. Describe issue
5. Attach files if needed

Phone Support (Enterprise)

For Enterprise Licenses: Schedule phone support

• Available for Developer licenses
• Schedule via email
• Screen sharing available
• 1-hour sessions

Before Contacting Support

Quick Checks

Before reaching out, try these:

1. Search Documentation

   • Check FAQ
   • Read Troubleshooting
   • Review feature docs

2. Check Plugin Status

   - Plugin activated?
   - License active? (Pro)
   - API connected?
   - WordPress updated?

3. Test in Clean Environment

   • Disable other plugins
   • Switch to default theme
   • Test if issue persists

4. Check Error Logs

   tail -f wp-content/debug.log
   tail -f wp-content/uploads/vimeify/cron.log

5. Run Diagnostics

   wp vimeify test-connection
   wp vimeify sync info
   wp vimeify config php-info

Information to Provide

Help us help you faster by including:

System Information

WordPress Version: 6.4.2
PHP Version: 8.1.12
Vimeify Version: 1.2.0
Vimeify Pro Version: 1.0.5 (if applicable)
Theme: Bricks 1.9.2
Server: Apache 2.4 / Nginx 1.20

Get this info:

# WordPress version
wp core version

# PHP version
php -v

# Vimeify version
wp plugin list --name=vimeify

# Theme
wp theme list --status=active

Issue Details

What Happened:

• Clear description of the issue
• When it started
• What you were trying to do
• Error messages (exact text)

Steps to Reproduce:

1. Specific steps to recreate issue
2. What page/section
3. What you clicked/entered
4. What happened

Expected vs Actual:

• What you expected to happen
• What actually happened

Screenshots

Capture and include:

• The issue/error
• Relevant settings pages
• Browser console (F12 → Console)
• Error logs

Environment Details

Active Plugins:
- WooCommerce 8.5.1
- Yoast SEO 21.7
- Elementor 3.18

Caching:
- WP Rocket enabled
- Cloudflare CDN

Server Details:
- Hosting: SiteGround
- PHP Memory: 256M
- Upload Max: 64M

Common Support Requests

Installation Help

We Can Help With:

• Installing plugin
• Getting API credentials
• Connecting to Vimeo
• Initial configuration
• First video upload

Resources:

• Installation Guide
• Getting Started

Integration Assistance

We Can Help With:

• Setting up page builders
• Configuring forms (Pro)
• LMS integration (Pro)
• Custom implementations

Resources:

• Gutenberg Guide
• Elementor Guide
• Bricks Guide
• Frontend Uploads

Troubleshooting Issues

We Can Help With:

• Upload failures
• Sync problems
• Display issues
• Performance optimization
• Error resolution

Resources:

• Troubleshooting Guide
• FAQ

Custom Development

We Can Help With (Pro):

• Code examples
• Hook usage
• API integration
• Custom implementations
• Best practices

Resources:

• Developer Hooks
• API Reference

Feature Requests

How to Request:

1. Search existing requests
2. Submit via GitHub Issues
3. Describe use case clearly
4. Explain why it's useful

We Prioritize Based On:

• Number of requests
• Use case value
• Implementation complexity
• Roadmap fit

Response Times

Free Support

Channel	Response Time	Best For
Documentation	Instant	Self-service
WordPress Forums	1-3 days	General questions
GitHub Issues	1-5 days	Bugs, features

Pro Support

Channel	Response Time	Best For
Priority Email	24 hours	Any issue
Private Tickets	24 hours	Sensitive issues
Phone (Enterprise)	Scheduled	Complex issues

Business Days

Response times are for business days (Monday-Friday, 9am-5pm EST). Weekend/holiday requests answered next business day.

What We Support

✅ We Support

Installation & Setup:

• Plugin installation
• API configuration
• Initial setup
• Basic troubleshooting

Core Features:

• Video upload
• Sync issues
• Display problems
• Gallery setup
• Settings configuration

Integrations:

• Page builders (Gutenberg, Elementor, Bricks)
• Form builders (Pro: WPForms, Gravity Forms)
• LMS platforms (Pro: LearnDash)

Technical Issues:

• Plugin bugs
• Compatibility issues
• Performance problems
• Error resolution

Development (Pro):

• Hook usage examples
• API guidance
• Custom implementation advice
• Code review

❌ We Don't Support

Third-Party Products:

• Vimeo.com issues (contact Vimeo support)
• Server configuration (contact your host)
• Other plugin conflicts
• Theme modifications

Custom Development:

• Writing custom code for you (Pro: guidance only)
• Theme modifications
• Custom plugin development
• Site-specific customizations

General WordPress:

• WordPress core issues
• Basic WordPress usage
• Hosting issues
• Domain/DNS problems

Scope Creep:

• Projects beyond plugin functionality
• Marketing advice
• SEO optimization
• Video production

Custom Development

Need custom development? We can recommend developers familiar with Vimeify or provide consulting services separately.

Support Best Practices

For Faster Resolution

1. Be Specific

   • Bad: "It doesn't work"
   • Good: "Upload fails at 45% with error: connection timeout"

2. Provide Context

   • What were you doing?
   • What page/section?
   • When did it start?

3. Include Details

   • System info
   • Error messages
   • Screenshots
   • Steps to reproduce

4. One Issue Per Request

   • Separate issues = separate tickets
   • Easier to track and resolve

5. Follow Up

   • Respond to questions
   • Test suggested solutions
   • Confirm resolution

Getting the Most from Support

Do:

• Search docs first
• Provide complete information
• Be patient and polite
• Test suggested solutions
• Report back on results

Don't:

• Submit duplicate requests
• Demand immediate responses
• Provide incomplete info
• Ignore questions
• Expect custom development

Self-Service Resources

Video Tutorials

Coming soon:

• Installation walkthrough
• First video upload
• Gallery setup
• Form integration
• Page builder usage

Knowledge Base

Browse by category:

• Installation & Setup
• Uploading Videos
• Sync & Management
• Display & Galleries
• Integrations
• Troubleshooting
• Developer Guides

Code Examples

GitHub repository with examples:

• Hook implementations
• Filter usage
• Custom forms
• API integration
• Template overrides

Repository: github.com/your-org/vimeify-examples

Community Resources

User Group: Join discussions

• Facebook group
• Discord server (coming soon)

Showcase: See Vimeify in action

• User submissions
• Case studies
• Implementation examples

Customization Services

Need custom features or integrations built specifically for your needs?

We offer custom development services for:

• Custom integrations with third-party plugins
• Unique frontend upload workflows
• Custom video display layouts
• Specialized automation features
• API integrations

Rate: $40/hour

This is separate from support and covers custom development work that goes beyond the standard plugin functionality.

Contact: [email protected]

Enterprise Support

For large organizations and agencies:

What's Included

• Dedicated Support Rep: Single point of contact
• Priority Response: < 4 hour response time
• Phone Support: Scheduled calls
• Implementation Help: Setup assistance
• Training: Team training sessions
• Custom Solutions: Consultation on custom needs

Pricing

Contact for custom quote based on:

• Number of sites
• Team size
• Support needs
• Implementation complexity

Contact: [email protected]

Report Security Issues

Found a security vulnerability?

Do Not post publicly! Instead:

Email: [email protected]

Include:

• Vulnerability description
• Steps to reproduce
• Potential impact
• Suggested fix (if any)

We Will:

• Acknowledge within 24 hours
• Investigate and confirm
• Develop and test fix
• Release security update
• Credit you (if desired)

Responsible Disclosure:

• Give us time to fix (typically 90 days)
• Don't exploit or share publicly
• We'll credit you in release notes

Feedback & Suggestions

We love hearing from users!

Feature Requests

Submit via:

• GitHub Issues (preferred)
• Email: [email protected]

Include:

• Clear description
• Use case explanation
• Why it's useful
• Examples if applicable

User Experience

Help us improve:

• Confusing features
• Documentation gaps
• Workflow suggestions
• UI/UX feedback

Success Stories

Share your story:

• How you use Vimeify
• Problems it solved
• Results achieved
• Screenshots/examples

We may feature on:

• Website case studies
• Social media
• Newsletter

Stay Updated

Release Notes

Where: vimeify.com/changelog

Includes:

• New features
• Bug fixes
• Improvements
• Breaking changes
• Migration guides

Newsletter

Subscribe: vimeify.com/newsletter

Frequency: Monthly

Content:

• New releases
• Tips & tricks
• Use case spotlights
• Community highlights

Social Media

Follow for updates:

• Twitter: @vimeify
• Facebook: facebook.com/vimeify
• YouTube: Tutorials and demos

Contact Information

General Inquiries

Email: [email protected]Website: vimeify.com

Support (Pro)

Email: [email protected]Hours: Monday-Friday, 9am-5pm EST

Sales

Email: [email protected]Pre-sale questions: Before purchasing

Enterprise

Email: [email protected]For: Large deployments, custom solutions

Security

Email: [email protected]For: Security vulnerabilities only

Related

• FAQ - Common questions
• Troubleshooting - Problem solving
• Documentation - Full documentation
• Installation - Setup guide