Support Policy

Support Policy

Last Updated: September 1, 2025

Thank you for choosing Mentoshri. We are committed to providing you with high-quality products and timely, effective support to help you succeed. This policy outlines the scope of our support services, our response times, and what you can expect from us.

Our goal is to ensure you have the best possible experience with our plugins.

Technical support is a key benefit for our customers and is available to anyone with a valid and active plugin license key.

Your active license grants you access to our support team and ensures you receive all critical plugin updates, including new features, bug fixes, and security patches. If your license expires, you will need to renew it to continue receiving support and updates.

All support requests must be submitted through our official support channel to ensure they are properly tracked and addressed.

Primary Support Channel: Please submit a ticket through our online support portal at www.mentoshri.com/contact or email us directly at support@mentoshri.com.

We do not provide technical support via social media, blog comments, or any other channels.

Our support service is designed to help you get the most out of our plugins.

What Our Support Covers:

Assistance with the installation and activation of our plugins.

Answering questions about plugin features, settings, and functionality.

Troubleshooting and fixing bugs or issues originating directly from our plugins.

Guidance on how to configure the plugin for its intended use.

Help in identifying and resolving conflicts with other themes or plugins.

What Our Support Does Not Cover:

General WordPress support or questions not related to our plugins.

Plugin customizations or any modifications to the original plugin code.

Issues arising from third-party themes or plugins. While we can help identify a conflict, we cannot fix bugs in products developed by others.

Server, hosting, or database-related issues.

Support for websites that have been compromised by malware or security breaches.

Mentoshri is proud to partner with other talented developers to offer their plugins on our website. It is important to understand how support is managed for these products.

Direct Support from the Developer: For any plugin listed as being from a Partner Developer, technical support is provided directly by that developer. They are the experts on their product and are best equipped to assist you.

How to Get Help: The product page for each partner plugin will clearly state who provides support and how to contact them. When you purchase a partner plugin, your license details and support information will also be included in your confirmation email.

Our Role: We are here to help you with any issues related to your purchase, payment, or license key delivery. If you have trouble contacting a Partner Developer, please let us know, and we will assist in facilitating communication.

Our support team is based in Pune, India, and operates during the following hours:

Monday to Friday: 10:00 AM – 6:00 PM (IST)

Weekends and Indian National Holidays: Closed

We aim to respond to all support queries within 24-48 business hours. While we often reply much faster, our official response time allows for periods of high ticket volume.

We believe in maintaining a respectful and professional environment for both our customers and our support team. We will not tolerate any abusive, disrespectful, or offensive language. Such behavior may result in the immediate termination of support services and the suspension of your product license without a refund.

If you have any questions about this policy, please feel free to contact us.