Effective date: July 26, 2026.
This Support Policy explains the assistance included with paid digital products purchased from Ahmed Saad. The product page and plan selected at checkout may state additional product-specific limits.
1. Included support
Support covers verified product defects, installation guidance, documented features, license activation assistance, and reasonable help identifying compatibility issues.
2. Not included
- Custom development, bespoke integrations, or site building.
- Training in WordPress, WooCommerce, PHP, or third-party products.
- Repairing unrelated themes, plugins, servers, or custom code.
- Guaranteed compatibility with versions or products not listed on the product page.
- Recovery from malware, compromised credentials, hosting outages, or changes made by another developer.
- Direct administration of a live production site when suitable logs, a staging site, or reproducible steps can be provided instead.
3. Information required
Please provide the order number, product version, WordPress, PHP and WooCommerce versions, relevant third-party versions, steps to reproduce, and suitable evidence. Never send passwords in plain text. If deeper access is useful, a temporary staging site is preferred.
4. Access and privacy
Admin access is not mandatory for every request. Where access is needed, use a temporary least-privilege account on a staging site when possible, share it through an agreed secure method, remove it after the investigation, and never send database, hosting, payment, or unrelated customer credentials.
5. Response and resolution
Support requests are reviewed within a reasonable business timeframe. A fixed response or resolution time is not guaranteed unless expressly stated on the product page. Security issues and failures affecting core advertised functionality receive priority. Resolution may include guidance, a configuration change, a repair, an update, or a practical workaround.
6. Third-party conflicts and modified products
We will reasonably help identify a conflict, but we cannot guarantee changes to an unrelated third-party product. Support may ask you to reproduce the issue using a standard theme, current supported versions, and an unmodified copy of our product. Custom changes remain your responsibility unless separately agreed in writing.
7. Support and product lifetime
Support is included according to the purchased plan and continues while the relevant entitlement and product are actively supported. “Lifetime” does not require the seller to operate support or develop the product indefinitely. End-of-life notices, if any, will be communicated through reasonable available channels.
8. Refund relationship
Opening a support request does not automatically create a refund. Verified defects and unresolved material non-conformity are assessed under the Refund Policy. This policy should also be read with the Terms & Conditions and Software License Agreement.
