bPlugins Support Policy

As a bPlugins customer, you may want to know what type of support you can expect from us and what falls within our support scope. This policy explains how our support service works and how we can best assist you.

1. Support Eligibility

We provide product support to customers with a valid bPlugins license.

To receive support for a Pro product:

The product must have been purchased through an official bPlugins sales channel.
You should contact us using the email address associated with your purchase whenever possible.
Your license should be active and valid.

We do not provide support for unauthorized, modified, or pirated versions of our products. We strongly recommend using products obtained from official sources to ensure access to updates, security fixes, and reliable support.

2. Support Response & Resolution Time

We aim to provide the first response within 24 hours on business days.

Response times may vary depending on ticket volume, issue complexity, weekends, public holidays, or other circumstances.

While we make every reasonable effort to resolve issues as quickly as possible, we cannot guarantee a specific resolution time. Complex technical issues may require additional investigation, testing, or development.

Support requests are generally handled in the order they are received.

3. What Our Support Covers

Our support team can assist with:

Product installation and activation
Plugin configuration and setup
Product usage and feature-related questions
Troubleshooting product-related issues
Bug investigation and fixing
Compatibility issues involving our products
Guidance based on our documentation and supported product features
License and update-related issues

We always recommend keeping WordPress, your theme, and our plugins updated to their latest compatible versions when troubleshooting an issue.

4. Bug Fixing

If you encounter a reproducible bug in one of our products, please report it to our support team with sufficient information to investigate the issue.

Once a bug is confirmed, our development team will work to fix it as soon as reasonably possible. Depending on the complexity of the issue, the fix may be included in a future product update.

5. Third-Party Compatibility

We will make reasonable efforts to investigate conflicts involving our products.

However, we cannot guarantee compatibility with every third-party theme, plugin, hosting environment, custom code, or server configuration.

When necessary, our support team may ask you to temporarily deactivate other plugins or switch to a default theme to identify the source of a conflict.

6. What Our Support Does Not Cover

Our standard support does not generally include:

Custom feature development
Extensive CSS, JavaScript, PHP, or other custom coding
Customization of our products for individual requirements
General WordPress development or website management
General hosting or server administration
SEO consulting
Custom theme or third-party plugin development
Website migration or maintenance services
Troubleshooting unrelated third-party products

We may provide general guidance where appropriate, but requests that require significant custom development are outside the scope of standard product support.

7. Customization & Development

bPlugins support is intended to help customers use our products as they are designed and documented.

If you require custom functionality, extensive modifications, or a solution specifically tailored to your website, you may need to work with a qualified developer or contact us to discuss whether a paid customization service is available.

8. Support Channels

For product-related support, please use our official support channels.

We may not be able to provide technical support through personal social media accounts, unofficial communities, or other informal communication channels.

Using the official support channel helps us keep your information secure and ensures that your request can be properly tracked and handled by our support team.

9. Information Required for Support

To help us investigate your issue efficiently, please provide relevant information such as:

Product/plugin name and version
WordPress version
Active theme
Relevant plugins
A clear description of the issue
Steps to reproduce the problem
Screenshots or screen recordings, when applicable
Website URL, when necessary

Please do not share your personal passwords or sensitive information in a support ticket.

If temporary website access is required for troubleshooting, our support team may provide instructions for creating a secure temporary access method.

10. Website Access & Security

When troubleshooting requires access to your website, we recommend creating a temporary administrator account or using another secure temporary-access method rather than sharing your personal credentials.

You should maintain a current backup of your website before allowing any troubleshooting or debugging activity.

Any information provided to our support team will be handled responsibly and used only for the purpose of providing support.

11. Feature Requests

We welcome feature suggestions and feedback from our customers.

All feature requests are evaluated based on technical feasibility, product direction, customer demand, and other relevant factors. Submitting a feature request does not guarantee that the feature will be implemented.

12. Support Availability

Our support team operates during regular business days. Requests submitted outside business hours, on weekends, or during public holidays may receive a response on the next available business day.

13. Policy Updates

bPlugins may update this Support Policy from time to time to reflect changes to our products, services, or support processes.

Any updates will be published on this page.

14. Contact Us

If you have any questions about this Support Policy or need assistance with a bPlugins product, please contact our support team through our official support channels.

Email: [email protected]

We appreciate your patience and cooperation and will always do our best to provide helpful and timely support.