Inqyra WP plugin
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1. Overview

This Support Policy describes the support services available to Inqyra customers based on their license tier, as referenced in the EULA (Section 3.2).

2. Support Channels

Channel Availability
Email / Ticket [PLACEHOLDER email] — All paid tiers
Documentation [PLACEHOLDER URL] — All tiers including Free
Community [PLACEHOLDER: forum/Discord/GitHub Discussions] — All tiers including Free

3. Support Scope

3.1 Included

Support covers the following topics related to the Inqyra plugin:

  • Installation: Plugin installation, activation, initial configuration;
  • License activation: Domain activation, license key issues, tier upgrades;
  • Configuration: Agent setup, system prompt configuration, widget customization, provider API key setup;
  • Content indexing: Website crawling, document upload (Premium), embedding generation, knowledge base management;
  • Troubleshooting: Plugin errors, license validation issues, chat functionality problems;
  • Webhooks (Premium): Webhook configuration and delivery issues;
  • Updates: Guidance on updating to new versions;
  • Integration: REST API usage, embedding the chat widget.

3.2 Excluded

Support does NOT cover:

  • Custom development: Building custom features, themes, or integrations beyond the plugin’s built-in capabilities;
  • Server administration: Web server configuration, PHP installation, SSL certificates, database administration, hosting issues;
  • Third-party plugins: Conflicts with other WordPress plugins or themes (except where caused by an Inqyra bug);
  • AI response quality: Tuning AI responses, prompt engineering consulting, evaluating AI output accuracy — these are the Customer’s responsibility;
  • AI provider accounts: Creating, billing, or troubleshooting AI provider accounts (OpenAI, Claude, Gemini, Mistral, DeepSeek);
  • GDPR / legal consulting: Compliance advice, privacy impact assessments, legal review — see the AI Disclaimer for recommendations;
  • Data recovery: Recovering deleted or corrupted data from the Customer’s database;
  • End-of-life versions: Versions older than the supported range (see Section 7).

4. Response Times

4.1 Best Effort

Ipportunities provides support on a best-effort basis. We aim to respond to all support requests as quickly as possible during business hours (Section 5), with critical issues taking priority. Response times are not guaranteed and depend on the nature of the issue, current support volume, and team availability.

4.2 Priority

We prioritize support requests as follows:

  • Critical: The plugin is entirely non-functional (e.g., activation failure, complete chatbot outage, data loss). No workaround available.
  • High: A major feature is broken but a workaround exists (e.g., one AI provider fails but others work, indexing errors on specific pages).
  • Normal: Minor issues, configuration questions, feature requests, general inquiries.

Higher-tier licenses (Agency, Enterprise) receive priority handling over Single licenses.

4.3 Response vs. Resolution

A response indicates that a team member has acknowledged the issue and is working on it. Resolution times depend on the complexity of the issue and may require additional investigation, coordination with third parties, or a plugin update.

4.4 Free Tier

Free Tier users do not receive direct support from Ipportunities. Support is available through community channels only. Free Tier users may purchase a paid license to access direct support.

5. Business Hours

  • Hours: Monday through Friday, 09:00–17:00 CET/CEST
  • Excluding: Dutch national holidays, company-announced closures
  • Language: English, Dutch

Requests received outside business hours are queued and processed on the next business day. Response time measurement begins at the start of the next business day.

5.1 Dutch National Holidays

Nieuwjaarsdag, Goede Vrijdag, Tweede Paasdag, Koningsdag (27 April), Bevrijdingsdag (5 May), Hemelvaartsdag, Tweede Pinksterdag, Eerste Kerstdag, Tweede Kerstdag.

[PLACEHOLDER: confirm holiday list and whether Bevrijdingsdag is observed every year or every 5 years]

6. Customer Obligations

To receive effective support, Customers must:

6.1 Environment Requirements

  • PHP: 8.1 or higher;
  • WordPress: 6.0 or higher;
  • Plugin version: Current or previous major version (see Section 7);
  • SSL: HTTPS enabled on the domain;
  • Browser: Modern browser for admin interface (Chrome, Firefox, Safari, Edge — latest 2 versions).

6.2 Cooperation

  • Provide WordPress admin access (temporary if preferred) when requested for troubleshooting;
  • Share relevant error logs, screenshots, and steps to reproduce the issue;
  • Apply recommended updates before reporting issues already fixed in newer versions;
  • Respond to support follow-up questions within a reasonable timeframe.

6.3 Backups

Customers are responsible for maintaining regular backups of their WordPress installation, including the database. Ipportunities is not responsible for data loss resulting from plugin updates, configuration changes, or troubleshooting activities.

7. Version Support

7.1 Supported Versions

Version Support Level
Current major version Full support (features, bug fixes, security patches)
Previous major version Security fixes only, for 6 months after the next major release
Older versions No support

7.2 Updates

Software updates are included with an active paid license. Updates are delivered through the standard WordPress update mechanism via Freemius.

Customers should update to the latest version before reporting issues. Many issues are resolved in newer releases.

7.3 Breaking Changes

Major version updates may include breaking changes. Release notes will document any migration steps required. Ipportunities will provide reasonable notice (at least 30 days) before deprecating features.

8. Escalation Path

If you are not satisfied with the support provided:

  1. Reply to your ticket requesting escalation, with a clear description of why the current resolution is insufficient;
  2. Senior support review: A senior team member will review the issue within 2 business days;
  3. Management escalation: Contact [PLACEHOLDER email] for unresolved complaints;
  4. Dispute resolution: As described in the EULA (Section 14).

9. Service Level — License Server

9.1 Uptime Target

Ipportunities targets 99.5% monthly uptime for the License Server. This is a target, not a guarantee.

[PLACEHOLDER: confirm uptime target and whether an SLA with credits is offered for Enterprise tier]

9.2 Planned Maintenance

Planned maintenance windows will be announced at least 48 hours in advance via [PLACEHOLDER notification channel]. Maintenance will be scheduled outside peak hours when possible.

9.3 Impact Mitigation

The plugin includes a 7-day grace period for license validation failures (see EULA Section 5.3), ensuring that temporary License Server outages do not affect plugin functionality.

10. Changes to This Policy

Ipportunities may update this Support Policy from time to time. Material changes (e.g., reducing response times, changing supported versions) will be communicated via email at least 30 days before taking effect.

Ipportunities B.V.

KvK: [PLACEHOLDER]

Address: [PLACEHOLDER]

Email: [PLACEHOLDER]

Related documents: EULA · Privacy Policy · Data Processing Agreement · AI Disclaimer