Standard product support
Setup, account, billing, SiteCheck, plugin connection, report, and customer portal questions are triaged through the normal support channel.
Service Level Agreement
Support expectations for cloud customers and product workflows
Effective date: May 2, 2026. This page summarizes response expectations, escalation routing, and customer responsibilities for WPLURA support.
Channels
Route the issue to the correct owner
The fastest support path depends on whether the request is account support, security disclosure, legal/privacy handling, or active operational escalation.
Security-sensitive reports
Potential vulnerabilities, abuse, account compromise, or active incident evidence should use the security disclosure channel for private handling.
Business-critical escalation
Customers should include site/domain, product scope, severity, user impact, timeline, screenshots, logs, and recent changes to speed escalation.
Response Targets
Baseline support profile
Configured SLA
First response within 1 business day; severity-based resolution targets.
Support hours/timezone: Sunday-Thursday, 09:00-18:00 Asia/Dhaka
- Support email
- support@wplura.com
- Security incident email
- security@wplura.com
Important Limits
What affects SLA handling
- Response targets are measured from receipt through the appropriate support channel with enough context to triage the issue.
- Resolution time depends on severity, customer response time, third-party dependencies, product scope, and whether a signed customer agreement applies.
- Public pages, free local plugin capability, third-party systems, customer infrastructure, and unsupported configurations may not be covered by paid support terms.
- Security reports are handled under responsible disclosure expectations rather than ordinary billing or support ticket routing.