Support & response guidelines
Support Policy
This policy explains how support works for products and services provided by WPMEGAHOST EOOD through wpsupporting.com.
Last updated: 24 November 2025
WordPress plugins & services
Email & ticket support
Small team · High focus
1
Support hours
AvailabilityWe provide support during the following hours (Sofia time):
- Monday to Friday: 09:00 – 21:00
- Saturday & Sunday: Closed
Outside these hours replies may take longer.
2
Response time
ExpectationsTypical response times:
- During support hours: within 24 hours
- Weekends/after 21:00: may be delayed
3
Support channels
How to contact usYou can reach us via:
- Support page / ticket system
- Email: support@wpsupporting.com
4
What support includes
ScopeWe help with:
- Installation and basic setup
- Configuration questions
- Bug reports
- License/account issues
- Compatibility with standard WP setups
5
What support does NOT include
Limitations- Custom development
- Fixing issues caused by other plugins
- Server-level issues
- Heavily modified themes
6
Free vs. Pro support
Priority- Free users: best-effort support
- Pro customers: priority handling
7
Security issues
Responsible disclosureEmail us at support@wpsupporting.com with subject:
“Security Report – [Product Name]”
8
Changes to this policy
UpdatesThis policy may be updated. The “Last updated” date will always reflect changes.