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Support Policy

Pre-Sale Questions.
If you have any pre-sale questions for plugins please contact us.

Average Response Time.
General support is from Monday to Friday, from 8am till 4 pm (GMT+1). During this time, we can generally provide feedback on any support queries within 12 – 24 hours. We will also try to answer any questions outside of these hours within 72 hours.

Before Asking Questions.
Before asking questions within a support ticket, please be sure that you have read the documentation and item faq’s about our products.

Scope Of Support.
We do not offer support for customization or administration of WordPress itself. We do not provide support for any 3rd party plugins or rectification of issues occurring from using any 3rd party plugins.

Support focus is on topics like installation and configuration of the plugin, usage of plugin features and potential bugs fix.

Support will not be provided when you want to modify the plugin to suit your specific needs or when you want to feature ‘X’ to be integrated with the theme.

The Scope Of Support Includes The Following :

  • Any WordPress compatibility error arising from a fresh product install.
  • Help with the functionality of our products, which is not specified in our documentation.
  • Issues with plugin setup.
  • Issues relating to broken product functionality.
  • Functionality does not work as advertised in the product’s description.

The Scope Of Support DOES NOT Include the following :

  • Customization services or any other custom work
  • In-depth plugin customization.
  • HTML customization/template code changes.
  • Adding functionality which was not advertised and is not installed by default with the product(s).
  • Any errors relating to the product’s code (PHP and/or javascript) customization.
  • Any broken styling as a result of plugin customization.
  • Compatibility with 3rd party plugins.
  • The loss of changes due to not backing up your site prior to running a product(s) update.
  • HTML, JS, PHP, CSS basics.
  • WordPress installation and / or administration.
  • Server diagnostics, maintenance, or any other server related service.
  • Third-party plugins, extensions, or any other third party software.
  • Definition of modification support.

Bug Fixing.
It is our commitment to fix any product’s bugs as quickly as possible after they are brought to our attention. Sometimes will also try to provide a solution via the ticket/faq for smaller bug fixes, after which we will update the core product package.

WooUPSELL has the right to revoke your access to the support area in the event of abuse towards support staff and/or other users, including, but not limited to:

  • Use of profanity of any kind.
  • Defamation of character.
  • Spamming of any kind.
  • Misuse of support tickets for self-promotion.
  • Constantly re-posting identical messages in multiple tickets.

Lifetime License:
Lifetime license denotes the life span of our business and the technology trend. The lifetime license expires when we shut down our business or trend/usage of this plugin would become obsolete.