Support policy
Support scope, channels, response expectations and exclusions for Plogins plugins.
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Scope
Support covers installation, configuration and defects of our own plugins for holders of an active PRO licence, with best-effort community help for free editions through WordPress.org or GitHub. Support is provided by email on a best-effort basis; we do not guarantee a response or resolution time.
Support channels
The primary support channel for each plugin is the issue tracker of that plugin's own GitHub repository, where bug reports and questions are handled publicly. Holders of an active PRO licence may additionally reach us by email at [email protected]. Free editions are supported on a best-effort basis through the plugin's GitHub issues and its WordPress.org support forum.
Exclusions
Support excludes custom development, theme customisation, third-party plugin or theme conflicts, server and hosting configuration, and issues arising from modified plugin code. Please reproduce any issue on a staging copy of your site before contacting support.
No guaranteed outcome
Support is provided as is. To the maximum extent permitted by applicable law, we do not warrant that every issue can be resolved or that the software is fit for a particular purpose. See the terms and conditions for the full liability position.
How long a plugin is supported
For a PRO plugin, updates and support run for the term you paid for and end when the licence ends; that is the commitment we owe you and we do not shorten it. For a free plugin there is no guaranteed period, because none is owed and we will not promise a date we might not keep. What we do commit to is the announcement: the plugin page states the maintenance status of every plugin, and if we stop maintaining one we say so there and in a final release rather than letting it go quiet. Today no plugin has an announced end-of-support date.
How much notice you get
If we decide to stop maintaining a plugin, we announce it at least 6 months before support ends, and at least 12 months for a plugin that stores documents you are legally required to keep, such as invoices. During that window we still ship security fixes on the usual timelines, and the final release includes a way to export your data. This is a voluntary commitment: for a free GPL plugin the law requires no notice at all, and for PRO it would be enough to serve out the term you paid for. We make it because announcing on the day we switch off gives nobody time to act, and that is the failure we are trying not to repeat.
This document is product information and does not replace individual legal advice.