Okay plugin. Atrocious support.

The plugin is mostly fine. I have used it for 6 years and have spent $1200 on it during that time. I only had to restore once in that time.

The reason I give it two stars is primary support.

In 2024 I reached out with a question. It took 4 days for an answer.

In 2025 I reached out because a site stopped backing up. It took 2 weeks for a response.

In 2026 I reached out with an issue of a database which had over 4GB of data in a WPTC table. This was on July 8. For another site running the exact same settings and retention, and was 1/4 the file size, the same table was 45 times smaller. There was clearly a problem. It took 5 days for the first response. The suggestion was delete the plugin and start fresh. I responded the same day with the information above about the size of this site compared to another. No response. I followed up again 11 days later. No response. I followed up again 15 days after that. No response. I followed up again a week later. Finally got a response 5 days after that requesting WP Admin access and FTP credentials. Okay. I provided those same day and responded to the email from them informing them I had submitted the requested credentials. After not hearing anything for 6 more days, I followed up again. The next day I received a message saying they didn’t get the credentials and to please provide them via email?!!?!

What self-respecting security minded individual would request FTP and WP Admin access credentials via EMAIL?!?!!?

Needless to say, I’m moving on to another backup solution. Waiting for resolution to an issue from July 8 to August 25 (with still no resolution) for a service I paid $200/year for is completely unacceptable. The intervals between responses to messages and the number of times I had to follow up to get a response was unacceptable.

I’d be highly suspect of reviews that are claiming that support is amazing. In 6 years of using the plugin, that has not been my experience. Or perhaps some people’s bar for great support includes waiting days to weeks for responses.

• This topic was modified 1 week, 4 days ago by shackadeli.