This Support Policy explains how SH Labs LLC approaches support for WP Border Control.
Support Scope
Support is intended to help with product-related questions, installation guidance, license issues, update access, and reasonable troubleshooting of the software in supported environments.
Free and Paid Support
Support availability may differ between free and paid offerings. Free users may receive more limited guidance, while Pro or paid customers may receive broader help, priority handling, or access to additional product-specific assistance based on the current plan.
What Support Does Not Include
Support does not include custom development, server administration, unrelated WordPress repair, third-party plugin debugging, malware cleanup, full site hardening, SEO work, or guaranteed turnaround for issues caused by unsupported hosting or custom stacks.
Customer Responsibilities
To receive effective help, you may need to provide accurate reproduction steps, screenshots, relevant URLs, environment details, and other diagnostic information. You are responsible for maintaining backups before making changes to your website.
Response Times
We aim to respond in a professional and timely way, but response times are not guaranteed unless a separate written service commitment says otherwise.
Respectful Use
We reserve the right to limit or refuse support in cases of abuse, harassment, repeated misuse of the product, unreasonable demands, or requests that fall outside normal support scope.
Policy Updates
SH Labs LLC may update this Support Policy from time to time as our products and support processes evolve.