2 min read
Every plan includes access to our support team. This article explains the channels available, the response times you can expect per plan, and how to get the fastest possible resolution.
| Channel | Use for | Available on |
|---|---|---|
| Email ticket: su*****@********co.za | All requests and questions | All plans |
| Contact Us form (inside your Xpulse dashboard) | General questions and support, without leaving WordPress | All plans |
| Xvault request system | Plugin activation requests (inside your WordPress admin) | X2, X3, X4-X6 |
| Dedicated channel (WhatsApp/Slack + phone) | Urgent issues and direct line to your account team | X4-X6 (dedicated) |
Response time means first human response: the time until a support engineer acknowledges your ticket, not necessarily full resolution. We’ll always confirm the fix or the next step within this window.
| Plan | Uptime target | First response | Site-down response |
|---|---|---|---|
| X1 | Best effort | Next business day | Next business day |
| X2 | 99.5% | Next business day | Next business day |
| X3 | 99.9% | Same day (within 8 hours) | 4 hours |
| X4-X6 (dedicated) | 99.9%+ | 4 hours | 30 minutes |
Target Stack plugins (Elementor Pro, JetEngine, Fluent Forms, FluentCRM, and the rest of the Xponent Stack) are fully licensed by Xponent and receive priority support: we own the configuration, the license, and the troubleshooting.
Plugins outside the Target Stack (alternative builders, or plugins you’ve requested that aren’t in our stack) are supported on a best-effort basis. Response times may take longer, because we need to test and validate third-party tools against our managed environment before making changes. You’re welcome to use them: just expect extended turnaround.
To get the fastest response, include:
