Does my subscription include support?
Yes, your subscription includes complimentary support via our online
ticketing system for the duration of your subscription.
What types of issues are covered with support?
Our support team will assist with general and technical questions as
well as any technical errors you encounter. We do not provide
customization services, but let us know if you have questions and we’ll
be happy to make recommendations.
How quickly can I expect a reply?
Response times vary based on ticket volume but we do our best to respond
to all tickets within several hours during business hours, or the next
business day if submitted during off hours.
Do you offer phone support?
Our support is only offered through a ticket based system at this time.
We've found this method to be the most efficient means to assist
customers since it allows issues to be easily tracked and relevant
information to be indexed.
What is your refund policy?
If you cancel your SE Cloud account, the cancellation will take place
For quarterly/monthly plans, you will not receive a refund or credit for the unused
portion of the then-current paid-up period. For example, if you are on our
monthly plan and have a payment due on May 31 but decide to cancel on May 15,
you won't be charged on May 31, but you will not be refunded for the period between
the May 15 and May 31. Your site however will remain accessible
through the period which you've paid.
For annual plans, you are eligible for a partial refund, on a monthly basis,
for up to your first three months. Past the three month point, no refunds
are provided for annual plans.
How do I recover my account?
If you've forgotten the password to your account, you should start by using the "Forgot Password" feature. This
will email a reset link to the email address associated with your account. If you can no longer access the
registered email address, you can contact support and provide either your recurly reciept ID or the last four
digits of the card used on the account.