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Support policy

Last updated: April 15, 2025

1. Purpose

This support policy outlines the level of support services provided by WCB (“we,” “us,” or “our”) for customers who purchase or use our WordPress plugin “WCB | Configurator builder”. Our objective is to provide clear and consistent guidance on the scope of our support, availability, communication channels, and responsibilities.

2. Scope of support

We provide support for the following areas related to the use of WCB | Configurator builder.

Installation and activation:

  • Step-by-step assistance with plugin installation through the WordPress admin interface or via FTP.
  • Support for license key activation and validation errors.

Plugin configuration:

  • Guidance on configuring the plugin according to the documentation.
  • Clarifications regarding plugin settings, features, and use cases.

Bug reports and fixes:

  • Troubleshooting of reported bugs or unexpected behavior.
  • Issue replication, verification, and inclusion of fixes in subsequent plugin updates.

Compatibility issues:

  • Assistance with plugin compatibility issues involving the current WordPress core version or supported browsers.
  • Recommendations for resolving theme or plugin conflicts when possible.

Updates and maintenance

  • Information and support related to plugin updates, changelogs, and security patches.
  • Assistance with safely updating the plugin to the latest version.

3. What is not included

While we aim to be as helpful as possible, the following services are not included as part of our standard plugin support:

  • Custom feature development or code customization.
  • Support for third-party plugins or themes not developed by us.
  • WordPress core or hosting/server configuration issues.
  • Training on general WordPress usage.
  • Support for modified versions of the plugin.
  • Emergency or 24/7 support services.

We reserve the right to refuse support requests that fall outside the scope of our official offering.

4. Support eligibility

Support is provided to:

  • Customers with a valid and active plugin license purchased from our website.
  • Free plugin users (if applicable), with limited support available via the WordPress.org support forum.

Priority support is provided to paying customers, while free-tier users may experience longer response times and limited assistance.

5. Support channels

Support is available through the following official channels:

We do not provide support via social media, comments, or unofficial channels to ensure quality and tracking.

6. Support hours and response time

6.1. Business hours

Support is available during our typical working hours:

Monday – Friday
9:30 – 16:00 (EST)

Excluding public holidays and weekends.

6.2. Response times

We strive to respond to all valid support requests within:

  • Premium Users: 24–48 business hours
  • Free Users: 3–5 business days (subject to availability)

Complex issues may require additional time for investigation or resolution. We appreciate your patience and will keep you updated on progress.

7. Bug fixes and feature requests

  • Bug reports: verified bugs will be addressed in upcoming plugin releases based on severity and impact.
  • Feature requests: we welcome feature suggestions, but implementation is at our discretion and based on roadmap prioritization.

Feature requests can be submitted via our support form, but please note they are not guaranteed to be implemented.

8. Termination of support

Support for a plugin version will be discontinued 12 months after the release of a newer major version. We encourage all users to keep their plugin version up to date for security and compatibility reasons.

We reserve the right to refuse or discontinue support in the event of:

  • Abusive or inappropriate behavior
  • Violation of license terms
  • Use of unauthorized or pirated versions

9. Policy modifications

We reserve the right to modify this support policy at any time. Any changes will be posted to our official website. The latest version of the policy will always be considered the official and binding version.

10. Contact

For any questions regarding this support policy or related matters, please contact us via the support form.