Desultory support

I seem to have the misfortune of possibly being one of few to receive perfunctory Themeisle support. This is the second year using Neve.

Recently, the Neve search widget stopped working on my site. I submitted a support ticket. I know that my support level agreement is for a turn around in 8 business hours.

Support was “able to replicate the issue”. Themeisle’s answers were vague. During the week this week, responses included vague phrases like “could be the reason”, “suspect the search form doesn’t work”, “those errors may interfere”, etc.

I checked all plugins as suggested. No plugin was causing the issue. I gave Themeisle WordPress access with their Parrot plugin.

After one of the days of (UN)support, my site’s Neve pro version was left deactivated! Also, Themeisle support installed and left a plugin installed. The plugin they installed, Health Check & Troubleshooting, caused a WordPress security error. I uninstalled the plugin. 😧🤔😧

I made some site changes at Themeisle’s request this Friday (1-28-2022). Themeisle did nothing. The changes they requested were made within their 8 hour support window.

Maybe my expectations are too high since Themeisle does not develop enterprise level software. I used to be technical, not so much now. Most recently, I sold application development tools to major accounts in the U.S. I had a desk on-site at many of the accounts. I am accustomed to enterprise service level agreements.

I understand that my support level with Themeisle is for an 8 hour turnaround. I do not understand the vague, lazy, sloppy response that includes making changes to my site without returning the site to the original condition or asking for changes to my site to assist with support then doing nothing after the changes were made.

It seems that my business and site are too small to matter to Themeisle since Themeisle might be too big to care.