SUPPORT AND UPDATE POLICY

( Effective January 1, 2024 )

Notice: This policy can be amended at any time and will be based on the most recent WordPress, CMS, and server PHP upgrades to ensure compatibility.

CUSTOMER SUPPORT

Monday to Friday, 8 AM to 5 PM, Philippine time

We will charge $7 per hour for weekend support requests

VERSION PHP 8.1 SUPPORT POLICY

SUPPORT POLICY AND COVERAGE

We do not provide support for WPCargo Free Version users; however, you can find useful information in our knowledge base at httpS://www.wpcargo.com/knowledgebase/.

Please use this link to send us your concerns: https://www.wpcargo.com/contact-us/. There will be a response within 24 to 48 hours.

FREE support is only valid for one year from the date of purchase of all addons and packages. License renewals are strictly required after that period due to high maintenance. Individuals who do not settle will be denied access to our support team, with the exception of those who have renewed their license. Before contacting support, ensure that the license has been renewed and is still active.

Please visit this link to renew your license and support:
https://www.wpcargo.com/knowledgebase/how-to-renew-your-wpcargo-addons-support-and-updates/

NOTE: The renewal fee is 25% of the product price.

Support inclusions

Setup and installation are free with purchases of $200 or more. Purchases under $200 USD will incur a $20 setup and installation fee. Setup and installation shall include configuring the plugin’s general settings, activating licenses, and providing one-on-one assistance in configuring WPCargo’s basic functionalities.

Minor bug fixes and issues will be addressed within 24 to 48 hours of receipt. However, if plugin upgrades are required to fully resolve the issue, updated plugin versions are expected to be released within five (five) to ten (10) working days. Requested custom features will not be included in plugin support or updates.

Support will only cover basic debugging standards and procedures in cases where WPCargo plugins and themes conflict with other WordPress plugins. There will be no immediate plugin compatibility updates.

WPCargo Knowledgebase and documentation are available for free as part of support. Technical support does not include checking, correcting, or writing customized code.

Free installation and upgrade to PHP 8.1 for license renewals of $100 and above. You MUST have a ready staging website with a PHP 8.1 Version. Please have a backup of your live site before requesting for upgrade.

Excluded from the Support Policy

IonCube must be installed on your server; thus, the client should contact the hosting provider to have it installed. You may also choose to have the team installed on your server for an additional fee of $10 per hour, which will apply to all new clients. However, if you are an existing client, it will be free of charge.

WPCargo has been tested for compatibility with other WordPress plugins. Not every plugin, however, is guaranteed to be fully compatible with ours. We are unable to address issues caused by other plugins or themes. In this case, it is best to contact your plugin developer. Other plugin integrations and bug fixes will be considered custom work and will be charged accordingly.

Technical support does not include debugging and fixing the custom theme or another WordPress theme. Custom theme bug fixes and integration will incur additional fees.

Because human error is unavoidable, we recommend that you make a backup before touching anything. You do so at your own risk. Additional fees will be incurred if the technical support team is called in to investigate and resolve the problem. Because the team is also dealing with other technical support issues, requests will be queued.

Many great features in WPCargo were inspired by user feedback. If you have an idea for a cool new feature, we’ll consider it and talk about it with you. However, we cannot make any guarantees. Thus, if you require any changes or additions to the default functions of our plugins, we can customize them for you for an additional fee.

PHP Upgrade from PHP 7.4 to PHP 8.1 will incur an additional fee of $30. This will include upgrading your website to PHP 8.1, WPCargo plugins installation and setup and testing for issues that may arise during upgrade. You MUST have a ready staging website prior to the migration and upgrade. Backup your live website before requesting for upgrade.

Technical support does not include debugging and fixing of the custom codes you have added in your website. Should the code is from one of our documentation, checking and debugging the code will be tested in our development site. Modifying custom codes for your will be treated as customization and is subject for additional customization cost.

License Support, Renewal and Upgrade Policies

PHP 7.4 Plugin Versions Support

  • Support policies (see Support Policies, Coverage, and Inclusions) will apply to PHP 7.4 plugin users.
  • If plugin updates are required to resolve the user's issue, an upgrade to PHP Version 8.1 is required. When upgrading or renewing, the support policy will be applied.
  • If the client does not upgrade to PHP 8.1, custom work and additional fees will be required to resolve compatibility issues and bug fixes. (See Support Exclusion Policies.)

License Support and Renewal

  • WPCargo Plugins licenses are valid for one (1) year from the date of purchase.
  • Clients can purchase yearly or premium support without renewing their license, but the same policies apply for support (see Support Policies, Coverage, and Inclusions) and upgrade (see PHP 7.4 Plugin Versions Support). Clients will, however, lose access to plugin updates and license key reset options in this case.
  • If the client does not upgrade to PHP 8.1, custom work and additional fees will be required to resolve compatibility issues and bug fixes. (See Support Exclusion Policies.)