Support Policy — PlaceScale Pro

Effective Date: February 10, 2026
Last Updated: February 10, 2026
Version: 1.0.0

Product: PlaceScale Pro (WordPress plugin)
Publisher / Support provider: Ruhani Rabin

1) Where support happens

All support is provided only via the ticketing system in the Support Portal:

Support Portal: https://be.ruhanirabin.com/support-portal/

Support requests sent via email, social media, comments, DMs, or contact forms are not treated as support tickets and may be ignored.

2) Who is eligible for support

Support is available to customers who have:

A valid PlaceScale Pro purchase (Lifetime Deal or Annual Subscription), and
Access to the customer account used to purchase, and
A site using PlaceScale Pro within licensed usage limits (e.g., site count).

Account access is managed here:

Customer Portal: https://be.ruhanirabin.com/fc-customer-profile/

If your Annual Subscription expires, support is paused until the subscription is renewed. A Lifetime Deal remains eligible per this policy, subject to the “End of Life” section.

3) What support includes

PlaceScale Pro support covers:

Installation and activation issues
License and update issues (including “can’t update” and “license not validating” scenarios)
Bug reports and troubleshooting of PlaceScale Pro features
Clarification on how features work and recommended best-practice usage (within the plugin’s intended scope)
Verification of reproducible issues and guidance on safe workarounds
Security-related reports (see “Security”)

4) What support does not include

Support does not include:

Custom development, custom features, or bespoke integrations
Building templates/content for you, writing copy, or SEO strategy consulting
Performance tuning of your server/hosting stack, caching stack, CDN setup, or database tuning
Troubleshooting issues caused by third-party themes/plugins when PlaceScale Pro is not the root cause
Helping you bypass license limits or redistribute the plugin
Emergency “drop everything” service, phone calls, screen-sharing guarantees, or 24/7 availability
Training your team, agency white-label support for your clients, or client-facing support (unless explicitly purchased separately)

5) Reasonable-effort troubleshooting (what you must provide)

To resolve issues quickly, you agree to provide reasonable diagnostics. A good ticket includes:

Clear problem description and expected vs actual behavior
Steps to reproduce (ideally on a clean site or staging site)
Screenshots/screen recordings (when relevant)
WordPress version, PHP version, hosting environment type, and any relevant server limitations
PlaceScale Pro version and whether the issue happens on staging/production
A copy/paste of relevant error messages and logs (PHP error logs, browser console logs)

If a ticket lacks the basics, support may request more info and pause investigation until it’s provided.

6) Staging-first policy (to protect your production site)

If your issue involves generation, regeneration, templates, bulk operations, imports/exports, or settings changes, you should test on a staging site first.

Support may refuse instructions that are risky for production if you do not have a staging environment.

7) Response and resolution targets (not guarantees)

Support is handled in ticket order, with prioritization for:

Security issues and confirmed vulnerabilities
Plugin-breaking bugs affecting many users
License/update failures
General usage questions

Response targets (best effort):

Initial response: typically within 2 business days
Follow-ups: typically within 2 business days after you reply with requested details
Complex issues: may take longer depending on reproducibility and required fixes

“Business days” exclude weekends and public holidays.

8) Updates, fixes, and timelines

If an issue is confirmed as a PlaceScale Pro bug, it will be queued for a fix based on severity and impact.
Not every issue receives an immediate patch. Some fixes ship in the next scheduled release.
Some requests are valid but still not accepted (e.g., they introduce breaking changes, security risk, or conflict with product direction).

9) Third-party conflicts (themes, plugins, and hosting)

PlaceScale Pro runs inside WordPress. Conflicts happen.

Support will:

Help you isolate whether PlaceScale Pro is the root cause
Recommend standard isolation steps (staging test, plugin conflict test, theme switch test, safe mode patterns)

Support will not:

Debug or modify third-party code
Provide long back-and-forth for environments that cannot reproduce the issue outside your unique stack

10) Data access and privacy

You should never paste sensitive credentials into tickets.
If temporary admin access is required, you are responsible for providing and later revoking it.
Any access or data you provide is used only for troubleshooting your ticket.
You are responsible for backups, content, and site integrity.

11) Security reports

If you believe you found a security vulnerability:

Submit a ticket in the Support Portal and clearly label it “Security”
Provide steps to reproduce and impact details
Do not publicly disclose the issue until you receive guidance

Support Portal: https://be.ruhanirabin.com/support-portal/

12) Fair use and abuse

Support is intended for legitimate product use. Support may be limited or refused for:

Harassment, abusive language, or unreasonable demands
Repeated duplicate tickets without new info
Attempts to bypass licensing or redistribute the plugin
Requests that require unsafe actions (e.g., editing production data without backups)

13) Affiliates

Affiliate-related questions are handled via the Affiliate Portal:

Affiliate Portal: https://be.ruhanirabin.com/affiliate-portal/

Affiliate tickets should not be submitted as plugin support unless the issue is directly related to PlaceScale Pro functionality.

14) End of Life (EOL)

If PlaceScale Pro is discontinued or reaches End of Life:

Active support and updates may end after a reasonable notice period
Lifetime purchases remain valid as a license to use the last available version, but may not include ongoing updates/support after EOL

15) Changes to this policy

This Support Policy may be updated over time. The version published on the PlaceScale Pro site is the current policy in effect at the time you submit a support request.