What “resolution” means
A fix, a workaround you can run today, or a dated commitment in writing. Not “we are looking into it” — that is a status, and stopping the clock on it is how support SLAs become theatre.
Service levels
An SLA on the fix, not on the first reply.
Every support page promises to respond quickly, which costs nothing — an autoresponder meets a one-hour response target. These are targets for resolution.
| Free | Solo | Team | Practice | |
|---|---|---|---|---|
| First reply | — | 1 day | 4 hours | 2 hours |
| Resolution target | — | 5 days | 2 days | 1 day |
| Critical — site down, payments failing, a slot sold twice | — | same day | same day | same day |
| Security reports | same day | same day | same day | same day |
| Who answers | Docs and forum | The engineers who wrote the code | ||
Support runs 24×7, in every time zone — the clocks above are elapsed hours, not office hours, and they do not pause overnight or at a weekend. Security reports are answered the same day on every plan including the free one, because a vulnerability is not a billing question.
Why critical ignores your plan
A site that cannot take a booking is losing money at the same rate whether you pay ₹2,999 or ₹14,999. Tiering the emergency is the same mistake as tiering double-booking prevention.
Free gets no SLA, and should not
Docs, the forum and best effort. A promise nobody can fund is worth less than an honest silence, and the free plan exists to be a real product rather than a support queue that starves the paying one.
When we miss it
We say so, in the thread, with what went wrong. If we miss a resolution target on a paid plan and you would rather leave, the refund is not prorated — you get the year back.
What is not covered
Your theme, your host, your other plugins and your gateway’s own outages. We will help you find which of those it is, and often do, but the clock only runs on our code.
Nobody has tested this
These numbers are what one small team believes it can hold. No support queue has ever run for this product, so treat the first months as us proving it rather than you relying on it.