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Support Policy

Introduction

Our friendly AAArdvark support team is here to help you make the most of our tools. Whether you have setup questions, feature suggestions, or concerns, we’re just an email away.

Support Hours

  • Monday – Friday, 8am-4pm US Eastern time: Inquiries receive an initial response within one business day.
  • Weekends and US Holidays: We’ll get back to you on the next business day.

We provide support via email only for the fastest and most effective assistance. While we don’t offer live chat or phone support, our team strives to resolve your issues quickly and thoroughly.

How to Receive Support

We’re here to help both free and paid users! You can contact us in any of these ways:

  • Help & Support: Click the link within your AAArdvark dashboard
  • Contact Form: Reach out anytime through our Contact Form

Pro Tip: Including as much detail as possible when reporting an issue—like screenshots or steps to reproduce—can help us assist you faster!

Bug Fixes

If we identify a bug in AAArdvark or one of our plugins, we’ll:

  1. Create a work ticket for our development team
  2. Prioritize the issue based on:
    • The bug’s severity
    • How many users are affected
    • Other bugs already in our queue
  3. Aim to release a fix in the next maintenance update

Tips for Faster Fixes

Bugs are easier to resolve when they can be consistently reproduced. When reporting an issue, please include:

  • Steps to reproduce the problem
  • Any relevant screenshots or video recordings
  • Any relevant details about the issue, issue instance, page, or site where you’re seeing the problem

Questions We Love to Answer

Our support team loves helping you get the most out of AAArdvark. Here are some examples of questions we can answer:

  • “Can you explain a feature and share tips on how to use it?”
  • “I’m having trouble setting up my account. Can you guide me?”
  • “I followed the tutorial, but something isn’t working as expected.”
  • “Can you assist me with a billing question?”

Feel free to reach out—there’s no such thing as a silly question!

Unsupported Issues

While we’d love to help with everything, our support team isn’t equipped to:

  • Fix accessibility issues directly on your website
  • Perform manual accessibility testing or audits on your website

However, we’re happy to:

  • Guide you on how to address issues using AAArdvark tools
  • Connect you with a trusted accessibility expert if you need in-depth assistance

Still stuck?

File a support ticket with our five-star support team to get more help.

File a ticket

  • Please provide any information that will be helpful in helping you get your issue fixed. What have you tried already? What results did you expect? What did you get instead?
  • This field is for validation purposes and should be left unchanged.

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