Legal

Support policy for active licenses.

What support covers for active licenses, how to open a ticket with your license attached, and the fair-use limits that keep help sustainable.

Policy overview

Support is included for active licenses, subject to fair-use limits and abuse protection.

Active direct annual licenses include support while the annual license remains active. Active AppSumo lifetime licenses include product access, updates, and support while the license remains active and subject to fair-use/support policy. Trialing licenses may receive setup and access support during the valid trial window. Suspended, refunded, revoked, cancelled, expired, or invalid licenses may lose support entitlement.

Support is product-related and should be opened from the customer portal when possible, so your account, license, and order context stay attached to the request. Response handling may occur through the portal or the contact method associated with the customer account. Abusive, excessive, unrelated, or policy-violating requests may be limited or refused.

Custom development, third-party plugin/theme conflicts, server administration, malware cleanup, and unrelated WordPress work fall outside the included scope and may be limited or excluded unless explicitly offered.

Getting the best help

How to raise a request that gets solved quickly

Support is included with an active license; a little preparation lets the team reproduce and answer an issue on the first reply.

What to include

Your license email or key, the site domain, the plugin version, the module involved, and clear steps to reproduce. That context usually removes a round of back-and-forth.

What to leave out

Do not send passwords, full admin logins, or database dumps. A staging link and reproduction steps are safer and are enough for the team to investigate a problem.

Where it is handled

Open requests from the customer portal so your account, license, and order context stay attached; replies come through the portal or your account contact method.

FAQ

Support Policy FAQ

Product-related help with the plugin and its modules while the license is active: installation, activation, configuration questions, and issues that trace back to the product itself, subject to fair-use limits.

Open it from the customer portal so your account, license, and order context stay attached. That context lets the team reproduce the issue and reply on the first response rather than asking for details.

Custom development, third-party plugin or theme conflicts, server administration, malware cleanup, and unrelated WordPress work sit outside the included scope and may be limited unless explicitly offered.

Support is handled on a fair-use basis for active licenses. Requests with full reproduction detail are usually quickest, because the team can start on the issue instead of asking for the basics.

Support is provided by email and through the customer portal so every request stays tied to the right account and license. Phone lines and guaranteed response-time contracts are not part of the included scope.