Support SLA
Support is included in every license. Contact channels and target response times:
Channels
- Customer dashboard ticket (recommended): My account → Open a support ticket. This goes to a tracked queue and you get a ticket reference number you can quote.
- Email to [email protected]: same queue, slower to triage because it does not arrive pre-tagged with your account.
Target response times
| Severity | Description | Target first response |
|---|---|---|
| Critical | Production is down, customer data at risk, security incident | Same business day |
| High | Major feature broken, no workaround | 1 business day |
| Normal | Bug with workaround, "how do I" question | 2 business days |
| Low | Feature request, minor cosmetic issue | Best effort |
"Business days" means Monday-Friday, Madrid time, excluding Spanish public holidays.
What to include in a ticket
- Your license key (the dashboard ticket form pre-fills this).
- WP version, PHP version, plugin version, theme.
- For bugs: exact steps to reproduce + what you expected vs what actually happened. A screenshot speeds things up.
- For security issues: please use the security disclosure page instead of a regular ticket.
What we will not do via support
- Build custom workflows for you (that's consulting, paid separately).
- Migrate data from other platforms (also consulting).
- Maintain a custom fork of the plugin for you.