Support Policy

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What does Support include

Answering general questions about how to use the item

The author and his team will be available to answer your general questions about the item and how to use it. For example, how do I get the map to look like the one in your demo? The response to this type of questions can come in various formats including directing you to an already documented response in a FAQ page or documentation page.

Answering technical questions about the item

The author and hist team is available to:

  • Answer your specific questions about the features and functionality of the item
  • Provide some guidance on the way the item is designed
  • Help you with issues related to using the item and getting the most value out of its functionality.
  • Help with defects in the item in a reasonable matter.

Item updates to ensure ongoing compatibility with WordPress and to resolve security vulnerabilities

Subscribers of the Pro license will get access to all updates.

Fair Use

We prefer to spend our time and technical skills to improve the plugin and keep it up-to-date. Although we are available to provide support, please consider reading the documentation before sending a request.

Remember: we’re also human beings and we’re not always online. We might take some time to reply to your requests, specially on weekends and holidays. Our team is small but dedicated.

Lifetime License fair use of Support

Lifetime licenses include lifetime support, but with fair use. What does this mean? There’s no clear boundaries for when support requests reach a limit, but consider that if everyone would create support requests forever, the current prices would not be sustainable. We’re available to answer general questions about the plugin while the license is valid, but consider helping the developer by renewing the license if you have ongoing questions and regularly search for support. Remember what the support includes and what it does not.

Multi-site licenses

The point of entry for support requests should be the original owner of a multisite license. If you use the license in multiple sites for multiple clientes, they should contact support through you, the original owner of the license.

What’s not included in item support

Item customization

The support does not include services to modify or extend the plugin beyond the original features, style and functionality described on the item page.

Installation of the item

You’ll need to have a working knowledge of WordPress and how to install plugins. You can refer to our documentation on how to install the plugin.

Hosting and server environment

We are not required to support issues about your web hosting or server environment. Please check your ISP/web hosting provider documentation or contact them to solve these type of issues.

Compatibility issues with other plugins or themes

Although we will try to do our best in solving conflicts with other plugins or themes, it doesn’t always depend on us and it’s difficult to predict what plugins you’ll have installed and ensure compatibility with the thousands of WordPress themes and plugins available. If you find a compatibility issue that we can’t solve within the initial 14 days of your purchase, you’re covered by our money back guarantee.