Support Policy
Useful help, with a clear boundary.
Our support goal is to help licensed customers use PorterWP as documented and identify suspected defects in the plugin.
When we respond
Support is handled Monday to Friday during normal business hours. We usually reply within 48 hours. Requests are queued oldest first so each customer has a fair place in the queue.
What support covers
- Using documented PorterWP features
- Investigating suspected defects in the PorterWP plugin
- Questions about PorterWP documentation
- PorterWP licence and activation questions
What support does not cover
- Custom theme or frontend code
- Bespoke development or project implementation
- Third-party plugins, services or integrations
- Hosting, server configuration or server administration
- Undocumented internal APIs or implementation details
Custom project support stays with the project developer
PorterWP provides the toolkit. The developer or agency that built the website is best placed to support its bespoke theme, frontend behaviour, integrations and hosting environment.
What to include in a support request
A focused report helps us understand the issue and reduces follow-up questions. Please include:
- A clear description of what you expected and what happened instead
- Steps that reproduce the issue
- Your PorterWP, WordPress and PHP versions
- Relevant PorterWP configuration, with secrets and personal data removed
- Relevant error messages or screenshots
- Whether the problem remains after ruling out custom theme code and third-party conflicts
Respectful communication
Clear, respectful communication helps support work efficiently. We ask everyone involved in a support request to communicate professionally and allow the request to move through the queue.
Before raising a request, please review the documentation, the FAQ and the current release notes.