Our goal is to help you use supported MagniGenie products successfully. Support is provided through the customer account so purchases, licence details and conversation history stay together.
1. Eligibility
Product support is available to the customer associated with an eligible MagniGenie purchase. Access to updates and support normally follows the licence period shown at checkout. If a licence has expired, you may still access prior purchases, but renewal can be required before new troubleshooting or updates are provided.
Free products receive public documentation and fixes released for the product; individual response times are not guaranteed unless a paid support arrangement applies.
2. What product support includes
- Help installing, activating and configuring the current supported version of a MagniGenie product.
- Clarification of documented features and settings.
- Investigation of reproducible defects in MagniGenie code.
- Reasonable guidance when a supported WordPress or WooCommerce update affects the product.
- Access to available maintenance releases and downloads covered by the licence.
3. What is outside standard support
- Custom development, design changes or features not included in the product.
- Administration of your hosting, server, database, email or third-party accounts.
- Troubleshooting unrelated themes, plugins, custom code or third-party integrations.
- Recovering compromised sites, lost data or sites without a usable backup.
- General WordPress or WooCommerce training.
We can often help with these needs through a scoped development or maintenance engagement.
4. Response expectations
Tickets are reviewed during normal business days. We aim to acknowledge eligible requests promptly, but response and resolution times vary with complexity, information provided, product impact, time zones and dependencies outside our control. A response target is not a guaranteed resolution deadline.
We prioritize active security issues, widespread service failures and confirmed regressions affecting supported versions. Repeated messages on the same issue can slow investigation; please keep related information in one ticket.
5. How to open an effective ticket
- Identify the product
Include the licence number and the site where the issue occurs. - Describe the result
Share what you expected, what happened and steps to reproduce it. - Attach evidence
Add screenshots, logs or a short file that helps us investigate.
Do not send passwords, private keys, full payment details or unnecessary personal data. If temporary access is required, the team will provide a safer method.
Get support
Sign in and open a support ticket. Your licences, files and replies remain available in your account.
6. Security and respectful use
Potential security vulnerabilities should be reported privately through the ticket form with enough detail to reproduce the issue. Do not publish exploit details before the team has had a reasonable opportunity to investigate and release a fix.
Abusive, threatening, discriminatory or spam submissions may be closed and account access may be restricted. We will treat you respectfully and expect the same for our team.