Support Policy

1. Pro Support

Customers with an active AlaricForge commercial license receive priority email support for the licensed product.

Support is intended to help customers install, configure and use AlaricForge software and to investigate reproducible problems caused by the product.

2. Response Time

We aim to respond to Pro support requests within one business day.

This is a target response time rather than a guaranteed resolution time. Complex technical issues, compatibility investigations or third-party dependencies may require additional time.

3. What Support Includes

Pro support generally includes:

• installation and activation assistance;
• license and update troubleshooting;
• configuration guidance;
• explanation of documented product functionality;
• investigation of reproducible plugin errors;
• compatibility investigation with supported WordPress and WooCommerce environments;
• bug reporting and escalation;
• reasonable guidance on interpreting AlaricForge reports and system messages.

4. What Support Does Not Include

Standard support does not include:

• professional tax, VAT, accounting or legal advice;
• custom software development;
• custom theme or plugin modifications;
• server administration;
• database repair unrelated to AlaricForge;
• configuration of unrelated third-party software;
• business-process consulting beyond normal product usage;
• guaranteed resolution of problems caused by unsupported or conflicting third-party code.

5. Compliance-Related Questions

We can explain how AlaricForge reached a classification, threshold result, VAT treatment, ledger result or other software-generated outcome.

We cannot determine the customer's legal tax obligations or provide professional advice on registrations, filings, VAT treatment or regulatory interpretation.

6. Support for Free Products

Support for free AlaricForge products may be provided through the relevant public support channel, including the WordPress.org support forum where applicable.

Free-product support may be provided on a best-effort basis and does not include the priority response target available to active Pro customers.

7. Expired Licenses

When a commercial license expires, the installed software may continue operating with its existing functionality.

However, priority support and access to new software updates require an active license.

8. Information We May Request

To diagnose a support issue we may ask for information such as:

• WordPress, WooCommerce and PHP versions;
• AlaricForge plugin version;
• screenshots or exact error messages;
• WooCommerce configuration relevant to the issue;
• diagnostic reports;
• steps required to reproduce the problem.

Do not send passwords, payment credentials, private keys or unnecessary customer personal data through support email.

9. Site Access

In some circumstances, temporary administrative or technical access may help investigate a problem.

Such access will only be requested where reasonably necessary. Customers should use temporary credentials where possible and revoke them after the investigation is complete.

10. Product Updates and Compatibility

We aim to maintain compatibility with supported versions of the platforms identified in the relevant product documentation.

We may discontinue support for obsolete versions of WordPress, WooCommerce, PHP or other dependencies where continued support would create security, reliability or maintenance concerns.

11. Contacting Support

Pro support requests should be sent to the official AlaricForge support email address published on this website.

Include enough information to identify the product, license and issue so that we can respond efficiently.