Support policy
Support you can actually count on.
Real people answer real tickets, usually within hours. No guessing where the line is — here’s exactly what’s covered, what isn’t, and what to have ready before you open a ticket.
Guaranteed reply within 36 hours, active license required.
The scope
Here’s exactly what’s included.
No fine print to decode — just a clear line between what our team fixes and what falls outside support.
Day to day
What real support looks like.
Six situations that come up constantly, and how they actually get handled.
A bug slips through.
You report it, a developer confirms it, and it gets fixed under the SLA — no separate charge.
Two plugins clash.
We’ll dig into the conflict and try to resolve it, even when the other plugin isn’t ours.
You need something custom.
Development hours are available to build the specific tweak your community needs.
You’ve got a feature idea.
Feature requests are always welcome and reviewed — we just can’t promise every one ships.
You want to track progress.
Every request becomes a ticket you can follow, from submitted to resolved.
We touch your site.
A full backup of files and database first means nothing is ever at risk while we work.
Before you open a ticket
The details that actually matter.
Five things that decide how fast — and how well — your ticket gets handled.
Keep an active license.
Support is tied to a current license — expired or inactive keys aren’t covered.
Have admin access ready.
Temporary WordPress dashboard access is required for us to actually investigate.
Back up first.
A full backup of your files and database should exist before any support work starts.
One issue per ticket.
Separate issues move faster as separate tickets — up to three open at once.
Mind the monthly limit.
Fair usage caps things at 20 tickets a month, reopened tickets included.
Why it works this way
Boundaries that keep support fast for everyone.
Clear limits aren’t red tape — they’re what keeps response times short.
Hours, not days.
Most tickets get a real reply in a few hours, with 36 hours as the outside limit.
Limits that scale.
One issue per ticket and a monthly cap keep the queue moving for every customer, not just the loudest one.
No scope surprises.
Hosting, overhauls, and third-party plugins are called out up front, not discovered mid-ticket.
FAQ
Questions people ask before opening a ticket.
How fast will I actually get a response?
Most tickets hear back within a few hours. Thirty-six hours is the guaranteed maximum, even during busier periods.
Do I need an active license to get support?
Yes. Support is included with a current license — expired or inactive keys fall outside coverage.
What if a third-party plugin is causing the issue?
We’ll help troubleshoot the conflict on a best-effort basis, but fixing the third-party plugin itself isn’t covered.
Can I request a new feature?
Absolutely — every request is reviewed. We just can’t guarantee a timeline or that it will ship.
What if I can’t give WordPress admin access?
Temporary admin access is required to investigate most issues, so tickets without it can’t move forward.
Is there a limit on how many tickets I can open?
Up to three open tickets at once, and 20 total in a month, including any that get reopened.
Know what to expect, then get started.
Real response times, clear boundaries, and a team that actually answers. That’s the whole policy.