• In order to complete your WordPress Support request, we require an account on your website. This account needs Administrator or Super Administrator (for WordPress Multisite) access. Please create an account with the email address support@osostudio.com
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    To backup your site and complete development tasks, we will need access to your server. If you don't have this information, your web hosting company can provide it to you.
  • SSH Information

    To complete certain tasks, we may need to access your server via SSH (Command Line). If your hosting provider doesn't provide client access to SSH (e.g. WP Engine or shared Pagely plans), we will work with them to complete the needed work.
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  • I understand that my support ticket will be opened within 1 business day of being submitted. Tickets requiring significant work that cannot fit into our existing work schedule in a reasonable time frame may be refused at our discretion. If a ticket is refused, a full refund will be provided along with alternatives for the work to be completed.

    I understand that these rates only cover a developer for the time requested. Our support team will work with you to identify the service level most appropriate for your specified scope, additional time and fees may be required. If additional time is required, we will contact you via email to request approval. Payment for the additional work will be due at the time of approval.

    Work completed will be tested and verified as working within spec based on the current version of any plugin, theme, and WordPress Core. While every effort is made to ensure future compatibility, future versions of WordPress, a plugin, or theme may cause the work completed to no longer work as expected. Oso Studio cannot cover these changes under warranty beyond 30 days from deployment. Further, Oso Studio cannot warranty that any plugin or theme not currently active on the site will be free of conflicts.

    You are responsible for notifying Oso Studio of any issues arising from this work within 1 business day of completion.

    You are responsible for the purchase, update, and ongoing use of any premium themes or plugins required as part of this ticket.

    You are responsible for providing all necessary credentials and permissions to Oso Studio to complete this ticket in a timely manner.

    Oso Studio is authorized to act on your behalf for communication with your hosting provider, plugin or theme developers, or any other party necessary to complete this ticket. Oso Studio cannot authorize any billing changes or make changes to any account that would result in changes to your existing relationship with a party. You will be notified of any changes you are responsible for making.
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