WP Knockout

    Support Policy

    Last updated: 6/12/2025

    This Support Policy explains what type of support WPKnockout (“we”, “us”, “our”) provides for digital products such as WordPress plugins, templates, and related tools. By purchasing or using our products, you agree to the terms outlined below.

    1. Support Availability

    Support is available to customers with an active licence or subscription. Support is provided via email or support ticket.

    Our typical response times are:

    • Standard Support: 1–3 business days
    • Support hours: Monday–Friday, excluding UK public holidays

    Response times may vary depending on support volume.

    2. What Support Includes

    Support covers issues directly related to the functionality of our products, including:

    • Installation guidance
    • Product setup and configuration advice
    • Troubleshooting errors related to the plugin or digital product
    • Clarification of product features and documentation
    • Bug reports and fixes for confirmed issues

    3. What Support Does NOT Include

    Support does not include the following:

    • Custom development or custom feature requests
    • Customisation of your theme or website
    • Debugging issues caused by third-party plugins
    • Server configuration, hosting issues, or PHP/SQL debugging
    • Fixing issues caused by outdated versions of WordPress, themes, plugins, or PHP
    • Integration with unsupported themes or frameworks
    • Training on WordPress or WooCommerce usage
    • Editing or writing custom code for your site

    If custom work is needed, we may recommend compatible developers but do not guarantee availability or outcomes.

    4. Product Updates

    During your active licence/subscription period, you will receive:

    • Feature updates
    • Security patches
    • Bug fixes
    • Compatibility updates for new versions of WordPress or WooCommerce

    Updates are delivered digitally through your account, via email, or directly inside WordPress (if supported).

    5. Supported Environments

    Support is limited to environments that meet the minimum technical requirements listed on the product page. We support:

    • Latest stable version of WordPress
    • Latest stable version of WooCommerce (if applicable)
    • PHP versions supported by WordPress
    • Standard hosting configurations

    We do not guarantee product functionality on:

    • Heavily customised themes
    • Obsolete WordPress or PHP versions
    • Non-standard hosting platforms
    • Local development environments

    6. Customer Responsibilities

    To receive effective support, you are responsible for:

    • Providing accurate information and screenshots when reporting issues
    • Keeping backups of your website before installing updates
    • Ensuring your WordPress environment meets product requirements
    • Using a valid licence key during the support period

    7. Support for Expired Licences

    Once your licence or subscription expires:

    • You will no longer receive support responses
    • You will lose access to updates and downloads
    • You may renew at any time to restore support access

    8. Customisation Requests

    Custom feature requests or modifications fall outside standard support. While we may consider them as part of future product enhancements, we cannot guarantee inclusion or timelines.

    9. Bug Reporting & Fixes

    If you encounter a bug, please report it via email or support ticket with detailed steps. Confirmed bugs will be prioritised and addressed in upcoming updates.

    10. Abuse & Acceptable Conduct

    We maintain a zero-tolerance policy for abusive behaviour, including:

    • Harassment or offensive language
    • Repeated requests outside support scope
    • Threats, extortion, or chargeback abuse

    Violations may result in:

    • Suspension of support access
    • Licence termination
    • Account closure

    11. Changes to This Policy

    We may update this Support Policy from time to time. The updated date will be shown at the top of this page. Continued use of our products indicates acceptance of the updated policy.

    12. Contact Us

    If you need support or have questions about this policy, please contact:

    WPKnockout
    Email:     [email protected]
    Address: 29 BARRAS PARK, STAFFORD, ST16 3XH, UK