As a valued FlyWP customer under the weDevs umbrella, it’s important to know what kind of support you can expect. This support policy outlines eligibility, coverage, response times, and what is not included, based on weDevs’ overall support standards.
Support Eligibility
We provide specialised technical support only to valid premium users. To be eligible for support:
- You must purchase FlyWP directly from our official website: FlyWP.com
- You must contact us using the same email address used at the time of purchase
We do not provide support if:
- The product was purchased from an unauthorized or third-party source
- You contact us using an unverifiable or unrelated email address
Please note: we will NOT be liable for any issues arising from the use of pirated or null versions of any plugins, which may contain malicious code or vulnerabilities.
Support Channels
We offer customer support through the following official channels:
- Live Chat (Pre-sales and real-time support during business hours)
- Support Ticket System (Technical issues, bug reports, account support)
- Email: [email protected]
We do not provide support via Facebook, Twitter, WhatsApp, phone, or any other unofficial channel. Our online communities are for peer-to-peer discussions and do not serve as official support venues.
Support Response and Resolution Time
We strive to respond and resolve issues in a timely and fair manner:
- Live Chat: We respond to Live Chats as early as possible.
- Support Tickets: We aim to respond within 12 to 24 hours
Resolution time varies depending on the complexity of the issue. All support requests, including Live chats, are handled on a first-come, first-served basis.
What Our Support Covers
We assist with:
- Product installation and initial configuration
- Usage guidance and documentation support
- Troubleshooting and bug resolution
If you suspect a bug, please report it by opening a ticket via our Helpdesk.
What Our Support Does NOT Cover
To maintain clarity and focus, our support does not include:
- Help with pirated or null plugins or software versions
- Custom development, modifications, or feature enhancements (outside of FlyWP-specific issues)
- Tutorials or coding assistance (HTML, CSS, PHP, MySQL)
- SEO consulting or strategy
- General WordPress or WooCommerce support (outside of FlyWP-specific issues)
- Migration or server-level troubleshooting outside of our scope
- Compatibility issues with third-party themes or plugins
- Compatibility issues with third-party and non-authorised software installed on the server.
Additionally, we do not support or associate with:
- Sites promoting violence, hate speech, or illegal activity
- Mature, adult, or NSFW content
- Sites promoting or selling unauthorized drugs, or excessive alcohol use
- Satanic religious content or black magic practices
We reserve the right to refuse support if a request falls outside these boundaries.
Customization & Personalization
FlyWP is offered as a managed SaaS platform and is not customizable beyond what is provided in the user interface.
We do not offer support for:
- Theme or plugin customization
- Feature or UI modifications
- Custom workflows or business logic
If you need advanced customization, we recommend hiring a developer or reaching out to our paid development service through weLab (subject to availability).
Security, Access, and Confidentiality
In certain cases, our team may request temporary access to your site for issue investigation. Please:
- Share staging or duplicated site credentials when possible
- Take a full backup before providing access.
- Follow secure credential sharing practices as instructed by our team.
By sharing access, you consent to our team making necessary adjustments for diagnosis or resolution. We handle your credentials and data with strict confidentiality.
Additional Links
- Refund Policy: https://flywp.com/refund-policy
- Terms of Service: https://flywp.com/terms-of-service
Thank you for choosing FlyWP. By using our support services, you agree to abide by this support policy so we can deliver the best possible service to all customers.
