Support Policy

Grupa Wilson Technology Support Policy

This Support Policy explains how Grupa Wilson Technology provides support for the Event Registration & Certificate Plugin and other Grupa Wilson digital products.

By purchasing and using our plugin, you agree to the support terms outlined on this page.

1. Product Covered by This Policy

This policy applies to:

This policy may also apply to other Grupa Wilson Technology plugins and software products unless a separate support policy is provided for a specific product.

2. Support Email

For product support, contact:

When contacting support, please include enough information to help us understand and resolve the issue quickly.

3. What Our Support Covers

Our support covers issues directly related to the proper use of the Event Registration & Certificate Plugin.

• Plugin installation guidance
• License activation issues
• Plugin download issues after purchase
• Basic plugin setup guidance
• Event landing page setup guidance
• Registration form setup guidance
• Participant management guidance
• Certificate generation guidance
• QR code verification guidance
• SMTP and email settings guidance
• Certificate email sending and resend guidance
• Bulk certificate sending guidance
• CSV export guidance
• General product usage questions
• Bug reports related to the plugin
• Guidance on plugin updates during an active license period

4. What Our Support Does Not Cover

Our support does not cover issues outside the Event Registration & Certificate Plugin itself.

• Custom website design
• Full WordPress website development
• Hosting server configuration beyond basic guidance
• Fixing issues caused by unrelated third-party plugins
• Fixing issues caused by unsupported themes
• Custom feature development not included in the purchased product
• Data entry or event administration on behalf of the customer
• Creating event content, speaker profiles, certificates, or graphics for the customer
• Setting up external email services beyond general SMTP guidance
• Fixing problems caused by customer modification of plugin files
• Training staff beyond the available documentation and basic support guidance

5. Support Response Time

We aim to respond to support requests as soon as reasonably possible.

We encourage customers to provide clear details and screenshots to help us respond faster.

6. Information Required for Support

When requesting support, please include:

• Your full name
• Purchase email address
• License key
• Website URL
• Product name
• WordPress version, if available
• Plugin version, if available
• Description of the issue
• Screenshot or screen recording, if available
• Error message, if any
• Steps taken before the issue occurred

7. License Requirement for Support

Support is available to customers with a valid license.

• Product support
• Plugin updates
• License-related assistance
• Download assistance
• Technical guidance

If your license has expired, you may need to renew your license before receiving continued support and updates.

8. Plugin Updates

Customers with an active license may receive updates released during their license period.

• Bug fixes
• Security improvements
• Compatibility improvements
• User interface improvements
• Feature improvements where available

9. Email Delivery Support

The plugin includes email-related features such as registration confirmation emails, admin notification emails, certificate delivery emails, and bulk certificate sending.

We provide basic guidance on SMTP setup and email template use. However, email delivery may depend on:

• Hosting provider email limits
• SMTP account settings
• Domain records such as SPF, DKIM, and DMARC
• Recipient email provider filtering
• Spam or junk folder settings

10. Customer Responsibilities

Customers are responsible for:

• Providing accurate support information
• Keeping their WordPress website secure and updated
• Using a reliable hosting provider
• Backing up their website before major updates
• Testing plugin settings before public event launch
• Configuring SMTP and email records where required
• Keeping license details secure
• Not sharing or reselling the plugin without permission

11. Customization Requests

The plugin is sold as a ready-to-use product with the features listed on the product page and documentation.

Requests for custom features, special designs, integrations, or advanced modifications are not included in standard support.

12. Support for Third-Party Conflicts

Sometimes a plugin issue may be caused by a conflict with another WordPress plugin, theme, server setting, or hosting environment.

Customers may be advised to:

• Temporarily deactivate conflicting plugins
• Test with a default WordPress theme
• Contact their hosting provider
• Check server error logs
• Update WordPress and related plugins

We may provide basic guidance to help identify the issue, but we cannot guarantee full resolution of problems caused by third-party tools or external systems.

13. Documentation

Customers are encouraged to read the product documentation before requesting support.

Documentation page:

The documentation includes guidance on installation, license activation, event landing page setup, participant management, certificate generation, SMTP settings, QR verification, CSV export, and troubleshooting.

14. Support Limitations

Support is provided in good faith to help customers use the product effectively.

Grupa Wilson Technology is not responsible for:

• Loss of data due to lack of backup
• Hosting failure
• Third-party plugin or theme conflicts
• Email provider spam filtering
• Incorrect customer setup
• Unauthorized modification of plugin files
• Business losses resulting from website downtime or misconfiguration

16. Policy Updates

Grupa Wilson Technology may update this Support Policy from time to time to reflect product improvements, operational changes, or business requirements.

The latest version of this policy will be published on the Grupa Wilson updates website.