We take pride in offering not just powerful WordPress & WooCommerce plugins, but also dedicated, world-class customer support. This Support Policy is designed to show you how our team provides assistance, what you can expect from us, and how we’ll work together to ensure a smooth experience.
Our Support Commitment
At StorePress, customer satisfaction is at the heart of everything we do. We are committed to:
- Providing reliable, timely, and professional support.
- Ensuring our products run smoothly on supported WordPress and WooCommerce versions.
- Guiding you with clear instructions, documentation, and troubleshooting assistance.
- Treating every customer with respect, care, and transparency.
Scope of Support
Our support covers the following:
- Product Installation Guidance: Help with installing and activating our plugins.
- Product Usage Assistance: Instructions on how to configure and use features.
- Bug Fixes: Investigation and resolution of any issues related to our plugins.
- Product Updates: Ensuring compatibility with the latest WordPress, WooCommerce, and PHP versions.
- General Guidance: Best practices and recommendations for using our products.
What Is Not Covered
To provide focused and fair support, some areas are outside our scope:
- Custom Development: Adding features beyond the plugin’s core functionality.
- Third-Party Conflicts: Fixing issues caused by themes or other plugins (we may suggest solutions but cannot guarantee fixes).
- Server/Hosting Issues: Configurations, PHP errors, or performance tuning outside our product scope.
- Custom CSS/Design Work: Styling or custom layouts not included in the plugin.
- Modified Plugin Code: Issues arising from custom edits made by users or third-party developers.
For advanced needs, we may recommend professional services or custom development.
Support Channels
You can reach StorePress Support through:
- Support Ticket System: Link
- Email Support: [email protected]
- Documentation & FAQs: https://storepress.com/documentation/
We do not provide support via phone, personal social media accounts, or unauthorized channels.
Support Availability & Response Time
- Standard Support Hours: Sunday to Thursday, 9:00 AM – 6:00 PM GMT+6.
- Average Response Time: Within 24 hours on business days.
- Weekend & Holidays: Limited or no support (responses may be delayed).
For urgent issues (such as critical plugin bugs), we prioritize quick resolutions.
Updates & Maintenance
- All active subscriptions include regular product updates and security patches.
- Updates are delivered directly through the WordPress dashboard.
- We strongly recommend keeping your plugin, WordPress core, and hosting environment up-to-date for maximum performance.
Fair Usage Policy
To ensure equal service for all clients:
- Support requests should be related to active StorePress products.
- Excessive or repeated requests beyond the product scope may require a custom support arrangement.
- Abusive or disrespectful behavior towards our support staff will not be tolerated.
Refund & Escalation
- Refunds follow our Refund Policy (https://storepress.com/refund-policy/)
- If you are unsatisfied with the resolution, you may request an escalation to our senior support team.
Customer Responsibilities
To help us provide faster and more effective support, we kindly request:
- Providing clear details, screenshots, or error messages when submitting a ticket.
- Ensuring your WordPress, WooCommerce, PHP, and plugins are up-to-date.
- Granting temporary site access (if required) in a secure way to troubleshoot issues.
Continuous Improvement
We believe great support is always evolving. Your feedback helps us:
- Improve our products.
- Enhance support response times.
- Deliver a better customer experience every day.
Contact StorePress Support
If you need help or have questions about this Support Policy, contact us:
StorePress Support Team
Email: [email protected]
Website: https://storepress.com
Submit a Ticket:
Our Promise
At StorePress, support is not an afterthought, it is a partnership. When you choose our products, you gain a dedicated team committed to helping you succeed every step of the way.