Asteris for WooCommerce — Support
Support for Asteris for WooCommerce runs Monday to Friday, Australian Eastern Standard Time (AEST). All times below are first-response SLAs — not resolution times.
Support channels by tier
All paid tiers use support@asterisforwoocommerce.com — the first-response SLA changes by tier. Asteris Free is forum-first.
Asteris for WooCommerce Free — WordPress.org support forum (primary). Email is the fallback at 2–3 business days.
Asteris Starter — 2–3 business days.
Asteris Pro — 1 business day.
Asteris Agency — 1 business day. (Dedicated Slack channel coming in v1.1.)
Founder Lifetime — 1 business day, for life. No expiry. No downgrade.
Special SLAs (all tiers)
Security disclosures: email security@asterisforwoocommerce.com First response: 24 hours wall-clock, including weekends and public holidays.
Refund requests: email support@asterisforwoocommerce.com with your order ID Processing: 24 hours wall-clock. 14-day window from purchase date.
Before emailing support
Most questions are answered in the docs.
Getting started → Troubleshooting → Plugin conflicts →
If it’s not in the docs, email support@ with:
- Your Asteris for WooCommerce version number (visible in the plugin settings panel)
- Your WordPress and WooCommerce version
- A description of the issue and what you’ve already tried
- Any error messages from the browser console or PHP error log
Detailed bug reports get resolved faster. Vague bug reports get clarifying questions.
AU public holidays
My Cosmic Message Pty Ltd t/a Asteris Commerce is based in Sydney, Australia. AU public holidays extend all SLAs by 1 business day. Security disclosures and refund requests remain at 24-hour wall-clock regardless of public holidays.
An auto-responder fires on AU public holidays confirming the extension and pointing to the docs.
Frequently asked questions
Do you offer phone support? No. Email only. This keeps a written record of every support interaction and lets me (Nick) handle support efficiently as a solo founder.
Do you offer live chat? No. For the same reason.
Can I get support for Asteris Free via email? Yes, but email support for free-tier users is best-effort. WP.org forum is the primary channel for Free, and the community there is active and helpful.
What if my issue isn’t resolved within the SLA? Email again with your original ticket thread and flag it as overdue. I aim to beat the SLA — missing it is uncommon and warrants a follow-up.
What if I need help after my annual licence lapses? Support access ends when the licence lapses. Renew to restore access.
What’s the escalation path? If a response has been missed by more than 2× the SLA, email founder@asterisforwoocommerce.com and flag it. That inbox goes directly to me.