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Support Policy

Last Updated: July 20, 2026

At WPHEKA, we’re committed to providing reliable and timely support for all customers with an active license. Our goal is to help you successfully use our plugins while ensuring a fair and efficient support experience for everyone.

Support Eligibility

Technical support is available to customers who have:

  • An active product license purchased from WPHEKA
  • The latest version of our plugin installed
  • A supported version of WordPress and WooCommerce (where applicable)

If your license has expired, you may continue using the plugin subject to its licensing terms, but access to plugin updates and technical support requires an active subscription.

How to Get Support

To ensure every request is properly tracked and resolved, we provide support exclusively through our support portal.

Please submit a support ticket from your WPHEKA account dashboard.

We do not provide technical support through:

  • Email
  • Live chat
  • Phone
  • Social media
  • GitHub issues

Using our support portal allows us to maintain complete ticket history and provide faster, more efficient assistance.

Support Hours & Response Times

Our support team is available during standard business days:

Monday to Friday, Indian Standard Time (IST), excluding public holidays

Our typical response times are:

  • First response: Within 1 business day
  • Most issues: Resolved within 1-3 business days

Some issues may require additional investigation, testing or collaboration with third-party services. In such cases, resolution may take longer, but we’ll keep you informed of our progress.

What Our Support Covers

Our standard support includes:

  • Plugin installation assistance
  • Plugin configuration guidance
  • Help understanding plugin features and settings
  • Troubleshooting plugin-related issues
  • License activation and account assistance
  • Bug investigation and bug fixes
  • Compatibility issues with supported versions of WordPress and WooCommerce
  • Guidance on plugin updates and migrations

If we confirm a bug within our plugin, we’ll work to resolve it in a future maintenance release.

What Our Support Does Not Cover

Our support service does not include:

  • Custom plugin development
  • Custom feature implementation
  • Website design or CSS customization
  • Custom coding or integrations
  • Server or hosting administration
  • Website performance optimization unrelated to our plugins
  • WordPress core issues unrelated to our products
  • Troubleshooting third-party plugins or themes that we do not develop
  • Training or consulting services

We’re always happy to offer general guidance where possible, but requests outside the scope of product support may not be covered.

Before Contacting Support

Providing complete information helps us resolve your issue more quickly.

Please include whenever possible:

  • Plugin version
  • WordPress version
  • WooCommerce version (if applicable)
  • PHP version
  • A clear description of the issue
  • Steps to reproduce the problem
  • Screenshots or screen recordings
  • Error messages or debug logs
  • Any recent changes made to your website

The more information you provide, the faster we can investigate your issue.

Temporary Website Access

Some issues cannot be reproduced without directly investigating your website.

If necessary, we may request temporary administrator or FTP/SFTP access solely for troubleshooting purposes.

For your security, we recommend:

  • Creating temporary credentials specifically for support
  • Granting only the permissions necessary for troubleshooting
  • Removing the temporary account after the issue has been resolved

Please do not include passwords directly in your ticket description. If credentials are required, our team will let you know the secure way to share them.

For more information about how we handle credentials, logs and other support-related information, please see our Support Data & Security policy.

Compatibility Policy

Our plugins are actively maintained to support:

  • The latest stable version of WordPress
  • The previous major version of WordPress
  • The latest stable version of WooCommerce (where applicable)

Running outdated versions of WordPress, WooCommerce or PHP may prevent us from reproducing or resolving certain issues.

Feature Requests

We welcome suggestions for improving our plugins.

Every feature request is carefully reviewed and considered during product planning. However, submitting a feature request does not guarantee that it will be implemented, nor can we provide estimated delivery dates.

Refunds

Refund requests are handled according to our Refund Policy.

If you’re experiencing a technical issue, we encourage you to contact our support team first. In many cases, we can resolve the problem quickly.

Fair Use Policy

To ensure timely assistance for all customers, we reserve the right to limit or refuse support in cases involving:

  • Abusive, threatening or inappropriate behaviour
  • Excessive duplicate support requests
  • Requests outside the scope of product support
  • Modified, nulled or unauthorized versions of our software

We strive to provide respectful, professional support and expect the same courtesy from our customers.

Contact Support

Need assistance?

Log in to your WPHEKA account and submit a support ticket through our support portal. Our team will be happy to help.

For general questions that are not technical support requests, you can also reach us at contact@wpheka.com.

Thank you for choosing WPHEKA!