Support Policy

Last updated: June 9, 2026. This policy is intended for WP Job Portal plugin, add-on, theme, AI add-on, subscription, and license customers.

Overview

WP Job Portal support helps eligible customers install, configure, troubleshoot, and use WP Job Portal products. Support is designed to help with product-specific questions and issues, not to replace a developer, hosting provider, security service, or full WordPress maintenance team.

Support eligibility

Support may require:

• An active license or subscription.
• A valid order connected to the support email.
• A supported WP Job Portal product version.
• A WordPress, PHP, WooCommerce, and server environment that meets current product requirements.
• Reasonable cooperation during troubleshooting.

Support access may be limited for expired, cancelled, refunded, disputed, or abused licenses.

What support includes

Eligible support may include:

• Installation and activation guidance.
• Configuration help for WP Job Portal settings.
• Troubleshooting product-specific issues.
• Bug investigation for supported versions.
• Compatibility direction for common WordPress, WooCommerce, theme, and hosting issues.
• License activation and renewal help.
• Guidance for add-on setup and product documentation.
• Advice about which license, bundle, or add-on fits a use case.

What support does not include

Support does not normally include:

• Custom development or feature building.
• Theme redesign, full website design, or CSS customization beyond basic guidance.
• Third-party plugin setup unrelated to WP Job Portal.
• Server administration, hosting configuration, DNS, SSL, email-server repair, or malware cleanup.
• Data migration, database repair, or custom import/export work unless separately agreed.
• Fixing custom code, modified plugin files, custom templates, or unsupported modifications.
• Guaranteed compatibility with every third-party theme, plugin, host, cache layer, page builder, or custom workflow.
• Training teams, writing job-board content, or operating the customer’s hiring process.

What to include in a support request

To help us diagnose faster, include:

• Purchase email and order number, if available.
• Product/add-on name and version.
• WordPress version, WooCommerce version, PHP version, and theme name.
• Clear steps to reproduce the issue.
• Screenshot or screen recording of the issue.
• Exact error message, browser console message, or debug log line if available.
• Website URL and affected page URL.
• Any recent changes, updates, plugin installs, theme changes, or hosting changes.

Admin access and sensitive information

Sometimes support may request temporary WordPress admin access, staging access, FTP/SFTP details, or hosting information to inspect a site-specific issue. Only provide access through a secure support process and remove or change credentials after the support task is complete.

Do not send payment card details, unrelated passwords, private customer data, or sensitive personal information unless specifically required and requested through a secure method.

Response times

We aim to respond as quickly as possible. Response times may vary depending on support volume, product complexity, time zone, weekends, holidays, issue severity, license status, and whether the request includes enough diagnostic information.

Support is not a guaranteed emergency service unless a separate written service agreement exists.

Custom work and paid services

If a request requires custom coding, design work, migration, special integration, or extended consulting, we may decline the request, suggest a developer, or offer a paid service estimate where available.

Support conduct

We are committed to respectful support. Abusive language, threats, repeated duplicate tickets, fraudulent claims, chargeback abuse, or harassment may result in limited support access, account restriction, or license review.

Contact

For support, use the Support page or contact [email protected]. Include the purchase email and order number when possible.