What is included
Updates and support are included for as long as a monthly or yearly plan runs, and for the first 12 months of every perpetual licence. After that, you can extend a perpetual licence by a year at a time from your account. Extensions can be bought early and are added to the end of your current cover. See support and update renewals.
Product support
Support helps with supported installation, configuration, documented features and reproducible faults on supported platform versions. Send the plugin and platform versions, what you expected, what happened and your order reference.
Hosting administration, bespoke development, unrelated third-party products, data entry, marketplace account approvals and large migrations are not included unless your order says so. Separately quoted work needs your agreement before any charge. We do not promise a specific response time or 24/7 cover unless it is stated in your order.
How to get support
Sign in and use Get support in your account so we can see your licences, or use the free All Programming Support companion plugin to prepare a request with an optional diagnostic report you review before sending. Keep passwords and private customer data out of requests.
Updates and external services
Updates cover supported releases and compatibility work during active cover. Third-party accounts, approvals, hardware and paid API usage stay your responsibility. Marketplaces, payment services and other platforms can change, charge for or withdraw access to their APIs at any time. We will make reasonable efforts to adapt while your updates are active, but we cannot guarantee that a third-party feature will keep working, and that does not turn a perpetual licence into lifetime maintenance. See the terms.
When cover ends
You keep your perpetual licence and every version you were entitled to. New releases and support stop until you extend. Subscriptions that end stop being licensed; the plugin stays installed but no longer receives a valid licence.
Refunds
Support is not refundable for change of mind or non-use. Your statutory rights are unaffected: see the refund policy.