Support policy

• Paid plans. Email support is included with every paid plan, for as long as the subscription is active. Free plans have the documentation and the public forums, such as the plugin’s page on WordPress.org. We may answer there, but we don’t promise to.
• Workspace members. Support is for the members of the subscribed workspace, about their own use of the service. We don’t support your clients or customers or their staff, and we can’t take requests passed on from them. If you work for clients, you’re their first line of support.
• If your subscription ends. Open requests are closed. You can write again once your subscription is active.

• By email or in the app. Write to support@contentuploader.com from the email address on your account, so that we can confirm your subscription, or use the Support page in the app, which sends us the same request with your workspace and plan attached. These are the only support channels. The feedback form in the app, our general contact address, social media and personal messages aren’t support requests, and we may not answer them there.
• In English. Support is in English only.
• One problem per email. Write a new email for a new problem. If a message grows into several issues, we may ask you to split it.
• What to include. The address of your site, the connector and its version, what you did, what you expected and what happened, and the import or run involved. Screenshots and a small sample file help. Leave out personal data you don’t need to show.
• What not to send. Passwords, API keys and recovery codes. We never need them, and we won’t ask for admin access to your site.
• Working days. Support is handled on working days: Monday to Friday, except public holidays in Malta. Don’t expect a reply at other times.

To report a security vulnerability, or to send a legal notice, follow the terms instead.

Support is provided on a best-effort basis. We don’t promise a response time, a resolution time or a fix for every problem, and buying a plan doesn’t create a service level agreement.

Support is answered by the developer who builds and maintains Content Uploader, not by a separate support team. That gets you an accurate answer from the person best placed to give one, at the cost of speed. If you haven’t heard back after a while, reply to your message once as a reminder. More reminders don’t speed things up. Before you write, the documentation and the public forums may already have your answer.

Some problems are outside our control, such as the limits of your hosting or your site’s software. Then we’ll explain what we think the cause is and who can fix it, and that is as far as we can take it.

• Using Content Uploader and its connectors as documented: uploading files, configurations, mappings, previews, publishing and connecting sites.
• Faults in the service or in our connectors. Fixes come in a new version, not as one-off patches.
• Questions about your plan, your invoices and your account.

• Doing the work for you. Designing configurations, mappings and templates, setting up imports, cleaning or restructuring your files, and deciding how your content should be organized. That is consulting, which is available as paid work.
• Your sites and other software. Hosting, PHP, web servers, WordPress, Joomla, themes, plugins and other extensions, including how to use or configure them, and what other software does with content once it’s published. The same goes for third-party services, such as storage providers.
• Advice. Legal, tax, search engine or content advice.
• Features we don’t have. A feature the documentation doesn’t describe isn’t a fault. Send ideas through the feedback form in the app. We read them, but we don’t promise to build them or to reply.

We may decline or stop support, in whole or in part, when:

• there’s no active subscription, or it ends before the problem is solved
• you use an old version of the service or of a connector. We then give usage and configuration advice only, and fixes come in the current version
• your environment doesn’t meet the minimum requirements in the documentation, or is out of date and keeps you on an old version
• the connector’s code, or the environment it runs in, has been modified. The connectors are open source and you may change them under their licences, but we can’t support changed code
• the cause is in your server settings, other software on your site or a third-party service
• you don’t give us information we ask for, or we can’t reproduce the problem after reasonable attempts
• the question is open-ended and can’t reasonably be answered in a reply
• messages are abusive or discriminatory, or it’s clear that we can’t make progress. Serious or repeated cases may lead to suspension under the terms

Even then, we’ll try, within reason, to tell you what we think the cause is and where to look next.

We may offer work beyond support, such as setting up configurations and mappings, preparing files, training or custom development. It is paid work, agreed in writing, at a price we quote before we start. We may decline it or schedule it for later. Whatever your plan, you can write to support@contentuploader.com to ask about it.

This policy is part of our Terms of Service. If the two conflict, the terms prevail. We give support and advice in good faith, but the no warranties and limitation of liability sections apply to it. Back up your site, and try changes on a staging site first, before you follow our advice.

We may update this policy and will publish the new version here with a new date. If a change significantly reduces the support your paid plan includes, we’ll tell you at least 30 days before it takes effect, and you can cancel and be refunded the prepaid fees for the rest of your billing period, as the terms describe.