1. Purpose

This Support Policy defines how technical support for WPdealer is provided, the support services included with an active annual licence, and the activities that are excluded from standard support.

2. Support Channels

Technical support is provided exclusively through the official ticketing system made available by the Licensor.

Requests submitted by telephone, chat, social media, direct messaging or through other channels do not constitute official support requests unless otherwise agreed in writing.

3. Included Services

Standard support includes:

• assistance relating to the correct operation of WPdealer software;
• clarification regarding documented features;
• verification of reproducible software bugs;
• guidance regarding the correct configuration of WPdealer products;
• assistance relating to official software updates.

4. Excluded Services

The following activities are not included in standard support:

• custom code development or software customisation;
• graphic changes or theme modifications;
• hosting configuration or server administration;
• issues caused by third-party plugins, themes or services;
• search engine optimisation services;
• backup restoration;
• malware removal or security remediation;
• development of new features;
• support for code modified by the Customer or by third parties.

5. Support Requirements

To enable proper investigation of a support request, the Customer may be asked to provide the following information:

• the website URL;
• the installed versions of WordPress, PHP and WooCommerce;
• the installed WPdealer version;
• a detailed description of the issue;
• the steps required to reproduce the issue;
• screenshots, logs or other relevant technical information;
• temporary access credentials, only where strictly necessary and subject to the Customer’s prior consent.

6. Priorities and Response Times

Support requests are generally handled in the order in which they are received, except where a critical issue prevents the normal operation of the Software.

Any response times communicated by the Licensor are indicative and do not constitute guaranteed service levels unless a separate written service-level agreement has been expressly agreed.

7. Active Licence Requirement

Technical support is available exclusively to Customers holding an active WPdealer licence.

When the licence expires, the standard support service ends automatically and remains unavailable until the licence is renewed.

8. Limitations

The Licensor may refuse or limit support where the Software has been substantially modified, installed in an unsupported environment, used in breach of the applicable End User License Agreement, or affected by third-party code or services outside the Licensor’s control.

9. Additional Services

Activities not included in standard support may be provided under a separate quotation. Such activities will be performed only after the Customer has expressly accepted the applicable scope, cost and conditions.

10. Best Practices Before Opening a Ticket

Before submitting a support request, the Customer should:

• ensure that supported software versions are installed;
• create a complete backup of the website and database;
• verify whether the issue can be reproduced;
• describe the steps required to reproduce the issue;
• attach screenshots, logs or error messages where available.