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Support policy

Introduction

Welcome to the VuloPilot Support Policy.

VuloPilot is an AI Operating System for WordPress designed to help you monitor, optimize, secure, and automate your website. This Support Policy explains the assistance available to VuloPilot users, the channels through which support is provided, and what is and is not covered by our technical support team.

By using VuloPilot and our website, you agree to the terms outlined in this policy. If you have any questions about this policy, please contact us at contact@vulopilot.com.

We may update this policy from time to time. We recommend checking this page periodically for the latest version.

General Overview

This policy explains:

  • Support availability and response-time expectations
  • The types of technical assistance provided
  • How to contact the VuloPilot support team
  • Information and access that may be required for troubleshooting
  • Issues that are outside the scope of technical support
  • When custom development or professional services may be required

Support Availability

Support Access

VuloPilot users receive technical support for issues related to the installation, configuration, and functionality of VuloPilot.

  • Support Hours: Monday to Friday, 10:00 AM – 8:00 PM IST (UTC +5:30)
  • Closed: Indian public holidays
  • Support Channel: VuloPilot Support

We aim to respond to support requests as quickly as possible. Response times may vary depending on the complexity of the issue, the information provided, and the level of investigation required.

Simple questions and common configuration issues can generally be addressed more quickly, while issues involving conflicts, security investigations, server environments, third-party integrations, or complex debugging may require additional time.

Product Documentation

VuloPilot provides documentation and resources to help you get the most from the platform.

Documentation may include:

  • Product overview and feature information
  • Installation and setup instructions
  • Configuration guidance
  • Frequently asked questions
  • Troubleshooting information
  • Feature-specific instructions

Before contacting support, we recommend reviewing the relevant documentation and troubleshooting resources, as many common questions and configuration issues may already be covered.

Support Channels & Site Access Policy

Official Technical Support

Technical support is provided exclusively by the VuloPilot support team through our official Support channel.

We also provide pre-sales assistance through our available contact channels to help you understand VuloPilot’s features, plans, compatibility, and suitability for your website.

Technical support is not provided through Facebook, WhatsApp, Twitter/X, phone, or other third-party social platforms.

Our social communities may be used for discussions, feedback, announcements, and interaction between users, but they are not official technical support channels.

Site Access for Troubleshooting

In some cases, our support team may need temporary access to your WordPress installation to investigate an issue.

If access is required:

  • We may request temporary WordPress administrator or other appropriate credentials.
  • Always create a complete backup of your website before providing access.
  • Whenever possible, provide access to a staging or duplicated version of your website.
  • Follow our instructions for sharing access securely.
  • Provide only the level of access reasonably required to investigate the reported issue.

By providing access, you authorize the VuloPilot support team to inspect relevant settings, configurations, logs, and files and, where necessary, make minor changes required for troubleshooting.

Although we take reasonable care when investigating issues, changes made during debugging may occasionally affect your website. For this reason, we strongly recommend using a staging environment whenever possible.

For your security, never share your WordPress, hosting, FTP, database, payment, or other sensitive credentials with anyone outside the official VuloPilot support team.

Information and credentials shared with our support team will be handled confidentially and used only for providing support and troubleshooting.

How to Submit a Support Request

To help us investigate your issue efficiently, please follow these guidelines:

1. Use the Latest Versions

Before submitting a support request, make sure you are using supported and up-to-date versions of:

  • WordPress
  • VuloPilot
  • Any required dependencies
  • Your WordPress theme and relevant plugins

Using outdated software can cause compatibility, security, and functionality issues.

2. Check for Plugin or Theme Conflicts

If you are experiencing unexpected behavior:

  • Temporarily disable other plugins where appropriate.
  • Switch to a default WordPress theme where appropriate.
  • Check whether the issue continues with VuloPilot enabled by itself.
  • Re-enable plugins and themes one at a time to identify potential conflicts.

3. Use a Staging Environment

Whenever possible, reproduce the issue on a staging or development website before providing access to our support team.

This helps us investigate issues without unnecessarily affecting your live website.

4. Provide Detailed Information

When submitting a support request, please include:

  • A clear description of the issue
  • The VuloPilot feature or module involved
  • Steps to reproduce the problem
  • Screenshots or screen recordings where helpful
  • Relevant error messages
  • Your WordPress and VuloPilot versions
  • Information about any recent changes to your website
  • Details of any plugins, themes, or integrations that may be related to the issue

The more information you provide, the faster our team can investigate the problem.

Requests Covered by Technical Support

VuloPilot technical support can assist with issues related to the VuloPilot product, including:

  • VuloPilot installation and activation
  • VuloPilot configuration and setup
  • Understanding VuloPilot features and settings
  • Troubleshooting VuloPilot functionality
  • Monitoring-related issues
  • Website optimization features provided by VuloPilot
  • Security features and security-related functionality provided by VuloPilot
  • Automation features and workflows provided by VuloPilot
  • AI-powered features provided by VuloPilot
  • VuloPilot updates and compatibility issues
  • Diagnosing conflicts that directly affect VuloPilot
  • Identifying configuration-related problems
  • Minor code-level adjustments required to resolve a VuloPilot-specific issue

Where reasonably necessary, our team may review relevant logs, configurations, or website behavior to determine the cause of a reported issue.

Requests Not Covered by Technical Support

VuloPilot support is focused on the VuloPilot product and its advertised functionality.

Support does not include:

  • Full custom WordPress development
  • Building custom WordPress themes or plugins
  • General WordPress development unrelated to VuloPilot
  • Hosting migration or complete server administration
  • General server management
  • Hosting-provider-specific configuration
  • Fixing unrelated third-party plugins or themes
  • Custom development for third-party integrations
  • Building custom AI workflows outside VuloPilot’s available functionality
  • Website redesign or content creation
  • Custom CSS or frontend development unrelated to a VuloPilot issue
  • General website performance optimization unrelated to VuloPilot
  • Troubleshooting third-party services that are not part of VuloPilot
  • Development of features that are not included in the purchased VuloPilot plan

Where an issue is caused by a third-party plugin, theme, hosting environment, server configuration, external API, or other service, our team may help identify the potential source of the problem, but resolving the third-party issue may fall outside the scope of VuloPilot support.

AI, Third-Party Services, and External Integrations

Some VuloPilot features may rely on external services, APIs, AI providers, hosting environments, or other third-party technologies.

While we will assist with issues directly related to VuloPilot’s integration with supported services, we cannot guarantee the availability, performance, pricing, policies, or behavior of third-party services.

Changes, outages, rate limits, API restrictions, service interruptions, or policy changes made by third-party providers may affect VuloPilot functionality.

In such cases, our support team will investigate the issue and provide guidance where possible.

Security-Related Issues

If you believe you have identified a security vulnerability involving VuloPilot, please report it directly to our team through the appropriate official support or security reporting channel rather than publicly disclosing the issue.

When reporting a security issue, please provide sufficient information for our team to reproduce and investigate the vulnerability.

Security reports may require additional investigation and may not follow the standard response timeline for general support requests.

Support Response Times

We aim to respond to support requests within:

  • Business days: Typically within 24 hours
  • Weekends and holidays: Responses may take up to 48 hours

These are response-time targets and not guaranteed resolution times.

Complex issues involving website configurations, third-party conflicts, hosting environments, security investigations, or extensive debugging may require additional time.

Custom Development Services

If your requirements go beyond the standard functionality of VuloPilot, our team may be able to provide custom development or professional services.

Examples include:

  • Custom integrations
  • Custom automation workflows
  • New functionality
  • Custom WordPress development
  • Advanced modifications
  • Third-party API integrations
  • Custom AI workflows
  • Bespoke website or application functionality

For such requirements, please contact us at custom.dev@VuloPilot.com.

Custom development services may be subject to separate pricing, timelines, and terms.

Important Notice

VuloPilot support is intended to help customers use and troubleshoot the product’s advertised functionality. Receiving technical support does not mean that VuloPilot will provide custom development or resolve unrelated issues with your WordPress website.

Customers are responsible for maintaining appropriate backups of their websites and ensuring that their hosting environment meets the requirements of WordPress and VuloPilot.

We strongly recommend maintaining a reliable backup and, where possible, testing significant changes on a staging environment before applying them to a production website.

VuloPilot reserves the right to modify or update this Support Policy without prior notice.

For additional information about how we handle your information, please review our Privacy Policy.

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