Support Policy

Our Commitment

At ultraDevs, we are dedicated to providing reliable, responsive, and friendly support for all our WordPress plugins and services. This Support Policy outlines what you can expect from our team and how to get the best help, as quickly as possible.

Support Availability

Our support team is available during the following hours:

  • Standard Hours: Sunday to Thursday, 9:00 AM – 6:00 PM (GMT+6)
  • Emergency Support: Available 24/7 for critical issues only

We observe all major public holidays in Bangladesh. During holiday periods, response times may be slightly longer than usual. We appreciate your patience.

Support Channels

You can reach us through the following channels:

  • Support Portal: ultradevs.com/support
  • Live Chat (Messenger): Available on our website during business hours and via our Official Facebook Page

What We Support

Our support covers all ultraDevs products and services, including:

  • Technical assistance for our WordPress plugins and solutions
  • Troubleshooting bugs and functionality issues
  • Guidance on features, settings, and block editor usage
  • Help with plugin installation, configuration, and updates
  • User account, licensing, and subscription inquiries

Your Responsibilities

To help us resolve your issue as quickly as possible, please:

  • Describe your issue clearly with as much detail as possible
  • Attach relevant screenshots, error logs, or steps to reproduce the problem
  • Keep your WordPress and plugin versions up to date before submitting a ticket
  • Maintain regular backups of your site and data

What Is Not Covered

Our support does not extend to:

  • Third-party plugins, themes, or integrations not developed or sold by ultraDevs
  • Websites containing adult content, gambling, illegal activities, or other restricted material
  • Custom code or unauthorized modifications made to our plugins
  • Outdated or end-of-life versions of our software
  • Server configuration, hosting environments, or network issues outside our infrastructure
  • Personalized training, consulting, or coaching, unless covered under a separate agreement
  • Hardware issues such as computers, printers, or peripheral devices
  • Products or services not included in your current plan or license

Feedback & Escalations

We take every support experience seriously. If you feel your issue was not resolved to your satisfaction, please email us at hello@ultradevs.com with the subject line “Support Escalation.” We review every escalation personally and use your feedback to continuously improve.

Policy Updates

ultraDevs reserves the right to update this Support Policy at any time. Any changes will be reflected on this page with an updated effective date. We recommend checking back periodically.