Support Policy - Giant Wp Solutions

Support Policy – Giant WP Solutions

Effective Date: March 2025

At Giant WP Solutions, we aim to provide excellent support for all users of our WordPress plugins. This Support Policy outlines what you can expect from us when it comes to plugin assistance.

1. Support Channels

We offer support through the following channels:

Email Support: Available for Pro plugin license holders at support@giantwpsolutions.com
WordPress.org Support Forums: Available for free plugin users (community-based)

We do not provide support via social media or direct messaging platforms.

2. Who Is Eligible for Support

Pro Users: Priority support is available to users with an active Pro license.
Free Users: Support is limited to community assistance via the WordPress.org forums. Direct email support is not guaranteed.

3. What We Support

We provide support for:

Plugin installation and setup
Plugin configuration and usage
Bug reports and troubleshooting
General guidance on compatibility with WordPress and WooCommerce

4. What We Do Not Support

Our support does not include:

Custom development or custom feature requests
Theme or third-party plugin conflicts not caused by our plugin
Server or hosting-related issues
WordPress core issues unrelated to our plugin
Setup or configuration of unrelated WooCommerce features

5. Support Hours and Response Time

Our general support hours are:

Monday to Friday
10:00 AM to 6:00 PM (GMT+6)

We aim to respond to all support requests within 24–48 business hours, though response times may vary during weekends or holidays.

6. Plugin Updates and Maintenance

All active Pro license holders are eligible to receive:

Regular updates and improvements
Compatibility fixes for new WordPress or WooCommerce versions
Security patches and bug fixes

Free plugin users will receive updates through the WordPress.org plugin directory.

7. Reporting Issues

When reporting a bug or issue, please include:

WordPress and WooCommerce version
Plugin version you are using
Steps to reproduce the issue
Any relevant screenshots or error messages

This helps us resolve your issue faster.

8. Contact Us

For support inquiries, please contact:
Email: support@giantwpsolutions.com
Website: https://giantwpsolutions.com