Support Policy

Last updated: 7/13/2025

At MagnoliaWP, we are committed to providing helpful, respectful, and timely support for all users of our plugins—both free and Pro. This policy outlines what support we offer, how to access it, and what to expect.

1. Who Is Eligible for Support?

We offer support to all users, regardless of license status. However, Pro (paying) users receive priority in both response time and resolution.

2. Support Channels

Support is currently available via:

  • Email: support@magnoliawp.pro
  • (Future) Contact form on our website
  • (Future) Support ticket system with tracking and response history

3. Response Times

  • Pro Users: We aim to respond within 2 business days (Monday–Friday, excluding holidays).
  • Free Users: We respond as soon as possible, depending on current workload and priority queue.

4. What We Support

We are happy to assist with:

  • Plugin installation and setup
  • Activation and licensing issues
  • Bug reports and fix confirmations
  • General usage questions
  • Compatibility issues with themes or other plugins (as reasonably possible)
  • Styling or customization requests, when minor and feasible

5. What We Do Not Support (Directly)

We may not be able to offer support for:

  • Custom plugin or theme development
  • Advanced code-level customization
  • Server configuration or hosting-related issues (unless directly related to plugin functionality)

We still welcome reports of issues in these categories and will do our best to help or provide direction when possible.

6. Software Version Expectations

Support is best provided when users are running:

  • The latest version of WordPress
  • The latest version of WooCommerce (if applicable)
  • The latest version of the MagnoliaWP plugin in question

Older versions may still receive support, but resolution may be limited by compatibility or deprecation.

7. Support Duration

We do not cut off support based on license status. While only active Pro licenses are eligible for priority and guaranteed updates, we will do our best to help any user of our plugin, as long as it is installed and in use on their website.

8. Contact

Need support? Reach out:

Email: support@magnoliawp.pro