Support Policy
Thank you for choosing ZipWP!
We are thrilled to have you on board and are committed to providing you with effective support to ensure the best experience with ZipWP.
This support policy outlines the level of support you can expect from our team. Should you have any questions or concerns, please feel free to reach out.
What Our Support Covers
At ZipWP, we are committed to ensuring that you have the best possible experience while using our products. Our support team is here to assist you with:
Guidance on Using ZipWP
We are happy to help you understand how to use our products effectively, including installation, setup, and getting started with their features.
Answering Technical Questions
Whether it’s about our product’s built-in features, functionality, or compatibility, our support team can provide detailed answers to your queries.
Locating Features and Functionalities
If you need assistance finding or understanding specific features, our team will guide you using documentation, screenshots, screencasts, or other resources.
Resolving Bugs and Issues
If you encounter a bug or problem with our products, we will assist in troubleshooting and provide solutions. In case of confirmed bugs, we aim to resolve them in our upcoming updates. Temporary workarounds may also be offered when necessary.
Documentation Support
We may point you toward relevant documentation or tutorials to help you resolve common issues or learn more about our product.
Step-by-Step Troubleshooting
For more complex issues, we may request a detailed explanation or steps to reproduce the problem, ensuring a faster resolution.
Basic Compatibility Queries
Our products are designed to adhere to WordPress coding standards and work well with many plugins and themes. If compatibility questions arise, we’ll provide guidance based on our knowledge.
In summary, our support is designed to help you:
- Use and understand ZipWP effectively.
- Resolve issues directly related to our products.
- Find and utilize features and functionalities.
- Answer technical questions about our product’s capabilities.
- Troubleshoot bugs and problems reported to us.
What Our Support Doesn’t Cover
While we are committed to helping you make the most of ZipWP, there are certain areas that fall outside the scope of our support. These include:
Customization and Code Modifications
As ZipWP is a SaaS-based AI website builder, the platform generates websites and provides tools “as-is.” We do not support custom code modifications or assist in altering the automatically generated designs or configurations.
Third-Party Plugins, Themes, or Services
While ZipWP websites are compatible with many third party platforms, we cannot guarantee their functionality or provide support for issues related to other plugins, themes, or external services integrated with the generated websites.
Server and Hosting Queries
If you are hosting your generated website outside ZipWP Hosting, server-related issues (such as performance optimizations, configurations, or errors) must be addressed by your hosting provider.
Issues from External Modifications
Problems caused by manual changes to the AI-generated website content, theme, or structure (beyond the standard customizations supported by ZipWP) are not covered under our support policy.
Debugging Conflicts with Third-Party Tools
If conflicts arise due to third-party tools, plugins, or themes installed on your website, our team will not be able to troubleshoot or debug these issues.
Custom Features or Integrations
Requests for custom features, integrations, or additional functionality outside of ZipWP’s core AI website-building capabilities are not supported.
Summary of What We Do Not Cover:
- Customization requests or manual code changes to AI-generated websites.
- Issues related to third-party plugins, themes, or services.
- Server-related queries or hosting issues for non-ZipWP Hosting users.
- Debugging/fixing conflicts caused by third-party tools or external modifications.
- Custom feature requests or integrations outside the standard ZipWP offerings.
- Support for live websites
We encourage you to explore our documentation and community forums for guidance on areas outside the scope of our support.
How Do We Offer Support?
We offer support via a ticketing portal. Simply fill out our support form to create a ticket.
You need an active plan to access support. We do not provide phone or tele-conference support, nor do we provide official support through social media platforms or blogs.
To maintain data security, all ticket-related information is accessible only to you and our support team. To expedite responses, please:
- Elaborate on your query with clear details.
- Limit queries to two per ticket; additional questions should be submitted in separate tickets.
Support Availability
Our support response times depend on your plan:
| Plan Type | Response Time | Availability |
| Free | Normal, within 24hrs | 24/7/365 |
| Premium | Faster, within 4 – 5 hours* | 24/7/365 |
*While we strive to respond to Premium support queries promptly, occasional delays may occur during seasonal rushes, major sales events, or mandatory holidays. We deeply value your patience and are committed to resolving your concerns as quickly as possible.
Community Support
In addition to our official support, we encourage you to join the ZipWP community for quick help and advice from other users.
By using ZipWP products, you consent to this support policy. We reserve the right to modify the policy at any time without prior notice.