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Edutain-Certificate-Validator

Support Policy

This Support Policy sets out the scope, channels, and response times for support of the Edutain Certificate Validator plugin, Free and Pro editions.

1. Support Channels

Edition Channel Response target
Free Plugin WordPress.org support forum Best-effort, no guaranteed SLA
Pro Plugin (direct purchase) Email: buzz@edutainmentuk.com Within 2 business days
Pro Plugin (AppSumo purchase) Email: buzz@edutainmentuk.com Within 2 business days

Business days means Monday to Friday, excluding UK public holidays. Support is provided in English.

We aim to resolve issues on the first response where possible. Complex issues (bugs, environment-specific problems) may require follow-up and, occasionally, a Plugin update.

2. Support Eligibility

You are eligible for Pro support if you have an active Licence. Support access ends when:

  • your subscription lapses without renewal,
  • your Licence is refunded, or
  • your Licence is suspended for breach of our Terms and Conditions.

The Free Plugin is supported on a best-effort basis through the WordPress.org support forum. We do not commit to a response time for Free support, but we do read and respond to it regularly.

3. What Support Covers

Support covers reasonable assistance with:

  • installation and activation of the Plugin,
  • configuration of the Plugin’s built-in features,
  • reproducing and diagnosing bugs in the Plugin,
  • clarifying documented behaviour,
  • guidance on the Plugin’s public hooks and filters (where documented),
  • reporting suspected security issues.

4. What Support Does Not Cover

Support does not include:

  • custom development, custom code, or custom design work;
  • WordPress core training (installing WordPress, using the block editor, managing users, etc.);
  • server, hosting, DNS, SSL, or email deliverability configuration;
  • debugging third-party plugins or themes we cannot reproduce alongside our Plugin;
  • one-to-one migration or data-import services;
  • content advice (what your certificates should say, how to design them, etc.);
  • WooCommerce, LMS, or membership plugin integrations we have not documented as officially supported;
  • performance tuning for unusually large datasets (over 100,000 certificates) without prior agreement.

We may offer some of the above as paid services on request. Contact us for a quote.

5. How to Get Faster Support

To help us help you quickly, include the following in your first message:

  • your Licence Key or order number,
  • the version of the Free Plugin and Pro Plugin installed,
  • your WordPress version and PHP version,
  • a clear description of what you expected and what actually happened,
  • steps to reproduce the issue,
  • screenshots or a short screen recording if visual,
  • any relevant PHP error messages (from wp-content/debug.log if debug logging is enabled).

Tickets with clear reproduction steps are typically resolved 3 to 5 times faster than tickets without.

6. Bug Reports and Feature Requests

  • Confirmed bugs are added to our development backlog and prioritised by severity. Security bugs are prioritised above all else.
  • Feature requests are welcomed and reviewed regularly. We cannot commit to a timeline for any specific request, but we do act on demand signal.
  • Reporting a bug does not entitle you to a refund. Refund eligibility is governed by our Refund Policy.

7. Security Issues

If you believe you have found a security vulnerability, please email buzz@edutainmentuk.com with the subject line “Security Report” and do not post details publicly until we have released a fix. We take security reports seriously and will acknowledge receipt within 1 business day.

8. Abuse

Support is provided in good faith. We reserve the right to decline, suspend, or terminate support in cases of abusive, threatening, harassing, or discriminatory behaviour towards our team. Where support is terminated for these reasons, no refund is due beyond what is required by law.

9. Changes to This Policy

We may update this Support Policy from time to time. The “Last updated” date at the top of the page will reflect the latest version. Material changes affecting active Licences will be announced in the Plugin dashboard or by email.

10. Contact

Explore Management Limited (t/a Edutainment UK)
71 Gerald Street, Newcastle Upon Tyne, England, NE4 8QH
Email: buzz@edutainmentuk.com
Company number: 14755408