Support Policy
Last updated: August 20, 2026
This policy describes assistance included with an active SchemaGrove Pro subscription.
Commercial support is available while a SchemaGrove Pro subscription is active or pending cancellation during its paid term. Support is suspended while a subscription is on hold and ends when it is cancelled, expired, or refunded. Restoring an eligible subscription restores support. SchemaGrove Lite users may use public documentation and the applicable WordPress.org community channel.
Send requests from the customer account email to support@schemagrove.com. Support is handled on business days in the United States Eastern time zone, excluding major U.S. holidays. We do not provide 24/7 emergency support unless a separate written agreement says otherwise.
We aim to acknowledge Solo requests within two business days and Studio or Agency requests within one business day. Agency requests receive priority within the commercial queue. These are targets for beginning review, not guaranteed resolution times or a service-level agreement.
Custom work may be quoted separately if available.
Customers should use supported WordPress and PHP versions, compatible SchemaGrove Lite and Pro versions, supported versions of documented integrations, and HTTPS on production or staging. Current minimum and tested versions are published in plugin readmes and release notes. We may ask for reproduction on staging, with conflicting plugins temporarily disabled, or with a default theme.
Maintain a backup, update Lite and Pro together where required, review documentation, describe expected and actual behavior, provide repeatable steps, and list relevant versions. Screenshots and SchemaGrove’s locally generated redacted support bundle can help.
Never send a license key, bearer token, card information, OpenAI key, Google OAuth secret, database dump, or WordPress password in ordinary email. If temporary access becomes necessary, use a least-privileged temporary account through a mutually agreed secure method and remove it afterward.
Reproducible defects are triaged by severity, impact, and availability of a safe fix. Not every report can receive an immediate patch. Potential security vulnerabilities should be reported privately to support@schemagrove.com with reproduction details and without publishing credentials, exploit data, or customer information.
We can help identify issues involving documented integrations, but third-party vendors control their products, APIs, quotas, prices, availability, and policies. Some problems must be resolved with the relevant provider.
Customers are responsible for backups and deciding whether to apply suggested changes. We will not intentionally change a live customer site without authorization. We may limit or end interactions involving threats, harassment, fraud, repeated credential disclosure, unauthorized-access requests, or unlawful conduct.
We may update this policy as products and support operations change. A material reduction during a paid term does not override a specific written commitment in the customer’s order. Contact support@schemagrove.com.