Support Policy

1. Support period

We provide support and updates only to customers with a valid license key, for 1 year starting from the initial purchase date. If you refund your Product purchase, the license key will become invalid.

2. Support channels

Support for our Products is primarily provided via the support forum. We may also ask you to send us the login details for your WordPress installation via email at support@hivepress.io if we need them to assist you.

3. Response times

Although we strive to respond within 24 hours or less, our actual response times may vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered.

4. What is covered by support

Installation and usage

We offer help with the Product installation and usage, and also provide general guidance related to the Product functionality.

Bug fixes

We will fix any defects in our Products as quickly as possible after they are reported. We will also try to provide a temporary solution for smaller defects before the scheduled Product update.

Updates

We update our Products to ensure ongoing compatibility with WordPress and other third-party products and services advertised in the Product description. In addition to compatibility updates, we may release other updates to improve or modify the functionality of Products.

5. What is not covered by support

Customizations

We provide our Products as is. While we can help you to install and configure our Products, we do not customize our Products or support any third-party customizations of our Products. Customization is anything that changes the way the Product looks or functions relative to how we make it available to you.

Third-party products and services

Unless stated in the Product description, we can’t guarantee compatibility with third-party products and services, or take responsibility for issues related to third-party products and services, including, but not limited to hosting services, server environment, or software.

This policy is effective as of 1 April 2020.

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