Support and Contact Policy

Applies To: All users and customers of Etruel Developments LLC, including purchasers of premium plugins, API services, demo plans, and users of free products hosted on WordPress.org.

By accessing or using our services, you agree to the terms outlined in this Support and Contact Policy, which forms part of our Terms and Conditions.

1. Scope of Support

We provide technical support for:

  • Premium products purchased at https://etruel.com
  • Free plugins distributed via WordPress.org
  • Active subscriptions to services such as the AI Etruel Rewriter API
  • Demo versions and trial plans during their active period

Support includes:

  • Installation and setup assistance
  • Usage guidance and basic configuration help
  • Bug reporting and issue resolution
  • Troubleshooting compatibility with WordPress and standard server environments

Support does not include:

  • Custom plugin development or feature implementation
  • Compatibility issues with third-party themes or plugins
  • Modifying or debugging code outside our distributed products
  • Support via unofficial or personal communication channels

2. Support for WordPress.org Free Plugins

Support for our free plugins is offered on a voluntary and community-based basis through the WordPress.org forums.
We aim to respond in a reasonable timeframe, but no guaranteed SLA applies for free product support.

For advanced or priority assistance, customers may be referred to our premium support options, which may carry an additional cost. Any such cost will be clearly communicated and must be approved by the customer before proceeding.

3. Premium Support

Premium support may be required for:

  • Custom configurations or use cases
  • Conflicts involving external systems
  • Manual debugging beyond standard troubleshooting

This type of service is quoted and offered only after preliminary diagnosis through our standard support channels. No additional fees will be charged without prior agreement from the customer.

4. Support Channels

Support is provided exclusively through:

We do not offer support via:

  • Social media platforms (Facebook, X/Twitter, etc.)
  • Live chat, phone, or video calls

All support communication must be conducted in English or Spanish.

5. Availability and Response Times

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM EST (UTC-5)
Expected Response Time: 24–48 business hours

During weekends, holidays, or high-volume periods, responses may take longer. Priority is given to site-critical issues and premium plan holders.

6. Eligibility Requirements

To access support, you must:

  • Have an active license, subscription, or valid use of a supported free plugin
  • Submit the support request from the email used at purchase or account registration
  • Provide clear details, including order number, debug info, and environment description

7. Support for API and Credit-Based Services

For services such as the AI Etruel Rewriter API, we provide:

  • Help with API key activation and basic authentication
  • Guidance on using endpoints and reviewing response structure
  • Troubleshooting server-side integration issues related to our service

Support does not include:

  • Debugging your custom API client code
  • Reimbursing credits used due to misconfiguration or improper usage
  • Extending service terms after expiration or suspension

8. Fair Use and Abuse Policy

Support is governed by a Fair Use standard. We reserve the right to:

  • Limit support to prevent excessive or abusive requests
  • Temporarily or permanently restrict access if misuse is detected
  • Refuse support in cases of verbal abuse, harassment, or bad-faith chargebacks

9. Feature Requests and Feedback

We welcome feedback and suggestions. Feature requests can be submitted via our ticket system or forums. However, implementation is at our sole discretion and is not guaranteed.

10. Contact Information

Etruel Developments LLC
Florida, United States
Email: support@etruel.com
Website: https://etruel.com