Who are we?
We maintain an open source project entitled Redux Framework. It is used by hundreds of thousands of users across the world, in all walks of life. Redux Framework is used primarily by developers. That means if users of our developers approach us, it is often difficult and sometimes impossible to provide the requested support.
Why is that?
Redux is built for developers. Without a basic understanding of PHP, error logs, and JavaScript bugs, it is impossible for us to provide solutions to those without the experience of coding in those spaces. We mean no disrespect, but it literally takes us 5 times longer to explain a standard developer concept to a non-developer.
But I’m a user, does that mean I’m out of luck?!
Not entirely. We want to help, we really do. We simply need to be compensated for our time. Not only are we debugging a potential problem in OUR code, but also need to debug a problem within another developer’s code to help. To do this, we need you to support our project by paying for premium support.
But that’s not fair!
It’s not fair that your developer has stopped supporting you, and we sympathize. However, we’ll be required to find out exactly what your developer was doing, and that takes a LOT of time on our part. We need to charge for that service. Solving problems in third party applications that utilize Redux takes us away from our means of earning an income, not to mention time spent making Redux better.
But hey, we’re willing to help!
Really, we want to help! But, at the end of the day we have families to feed and we can’t offer unlimited support to circumstances beyond our control.
Best of Luck!
Truly, we wish you best of luck. We’re not trying to insult; we’re attempting to justify the time we spend on this project. We hope you understand.
I still want support from Redux!
If you’re still interested in support from us, you are welcome to post on our issue tracker at https://github.com/ReduxFramework/redux-framework/issues. Please do not be disappointed if we inform you that we will need you to purchase premium support for us to further assist you.