Sometimes when you have a problem with any of our plugin we will request you access. This happens only in cases when your problem cannot be reproduced on our installations. Why is this required is explained later in this post.

How To Provide Access

It’s easiest to just send administrator’s login (preferably not yours, but a designated account which after resolving the problem will be deleted). Understandable some customers do not want to share full access to their sites so we have a very easy solution for this: create user with role Editor or even Author. Then enable admin rights only for the plugin you need help with:

For WatuPRO

The setting is on WatuPRO Settings page, section Roles -> Roles that can manage exams (or test, quizzes etc). Select the user role and save.

For Arigato Pro

The setting is in Arigato Autoresponder Options page, section Roles -> Roles that can manage the autoresponder. Select the role and save.

For Namaste! LMS

The setting is in Namaste! LMS Settings page, section WordPress Roles that can administrate the LMS. Enable the role and save.

This is it, we’ll need the login details of the account you have created.

In rare events this may not be enough and we may need an FTP account with access to the plugin folder.

You must deactivate, delete or change the account password after the problem is resolved.

Why Provide Access

You don’t expect your doctor to diagnose you only based on symptoms neither you expect your car mechanic to fix your car by watching pictures of the engine. Please don’t expect that software developers can resolve all issues by watching screenshots or reading explanations.

There are many reasons why we may need access:

• There might be a specific edge-case bug that cannot be reproduced on our installations
• There might be a conflict with other plugin or theme on your installation
• There might be a specific server configuration that causes the problem only on your installation
• The specific volume and type of data you have might be producing a problem that cannot be reproduced elsewhere
• You may just be doing something wrong
• Anything else

If we are requesting you for access this means there is no other way to resolve your problem. If you don’t want to do it, this is perfectly fine but technical support can be provided only if do.

In case you don’t trust us you are free to resolve the problem yourself or with the help of trusted by you developer – all plugins come with open sourced code.

What Are We Going to Do With It

We will reproduce the steps that cause your problem along with outputting debug information on various places in the code. This is the reason we may also need FTP access.

We will use the access to diagnose the problem and resolve it, and for nothing else.

Disclaimer:

We are not going to intentionally delete any of your data or send any emails to your users without explicit permission. We will not steal your data or share it with anyone for any reason. Our best interest is to resolve the technical issues you have as soon as possible. However we still recommend creating backups of any sensitive data you have.

WE TAKE NO RESPONSIBILITY OF AND NO LIABILITY FOR ANY DAMAGES CAUSED BY ATTEMPTING TO RESOLVE YOUR TECHNICAL ISSUES. IN NO EVENT AND UNDER NO CIRCUMSTANCES SHALL KIBOKO LABS BE LIABLE  FOR ANY DAMAGES CAUSED BY  DATA LOSS, DATA LEAKS, SITE DOWNTIME AND SO ON. KEEPING YOUR DATA SAFE IS YOUR OWN RESPONSIBILITY.