Effective date: 15 August 2026
This Support Policy describes the standard support included with an active ShasTech SEO Synergy Pro commercial entitlement.
1. Who can request Pro support
Customers with an active Pro entitlement can request support for the licensed product. During a configured renewal grace period, we may continue normal support at our discretion. Free-plugin support may be provided separately on a best-effort basis through public channels.
2. Supported topics
- Installation and activation of official ShasTech SEO Synergy Pro releases.
- License activation, site-seat, private-update and Customer Portal issues.
- Configuration of documented Pro features.
- Reproducible bugs in an official unmodified release.
- Reasonable diagnosis of compatibility issues with supported WordPress/PHP versions.
- Billing, renewal, upgrade and license-entitlement questions.
3. What standard support does not include
- Custom development, custom themes, custom integrations or bespoke SEO consulting.
- Guaranteed resolution of conflicts caused by third-party plugins, themes, hosting or modified Pro code.
- Server administration, malware cleanup, full-site performance engineering or database repair unrelated to SEO Synergy.
- Management of third-party AI, Google, hosting or payment-provider accounts.
- Guarantees of rankings, traffic, indexing, conversions or AI output accuracy.
4. Response targets
We aim to acknowledge standard Pro support requests within two ShasTech business days. Licensing, payment or account-access issues are prioritized where possible. These are service targets, not guaranteed service-level agreements unless a separate written SLA is purchased.
5. Information we may request
To troubleshoot, we may ask for the WordPress/PHP version, plugin version, relevant error messages, screenshots, a Site Health report, steps to reproduce, or temporary diagnostic information. Never send passwords or private API keys unless a secure support process specifically requests them.
6. Updates and supported versions
Support is focused on the latest stable Pro release and currently supported WordPress/PHP environments. We may ask you to update before investigating an issue that has already been fixed in a newer release.
7. Security reports
Please report suspected security vulnerabilities privately through shastech.net/contact and avoid publishing exploit details before we have had a reasonable opportunity to investigate and remediate.
8. Contact
Use shastech.net/contact and include your order or license reference when available.