Support Policy
Yatoon support helps customers install, configure, and troubleshoot Yatoon plugins.
Support channels
- Free users: best-effort support through public or standard support channels.
- Pro users: priority email support.
Target response times
- Pro support: target first response within 1-2 business days.
- Critical booking outage for an active Pro salon: best effort same business day.
- Free support: best effort, no guaranteed response time.
Business days exclude weekends and holidays.
What support covers
- Plugin installation and activation.
- License activation.
- Plugin settings and basic configuration.
- Booking page setup for Yatoon Booking.
- Staff, services, business hours, closed dates, and local mode configuration.
- Square, Vagaro, Stripe, Twilio, and Google Calendar setup guidance for Yatoon Booking Pro users.
- Bug reports that can be reproduced in a standard WordPress environment.
What support does not cover
- General WordPress administration.
- Hosting, DNS, SSL, or server management.
- Custom theme or custom plugin development.
- Third-party account approval or billing issues.
- Data recovery when no backup exists.
- Guaranteed fixes for conflicts caused by unsupported custom code.
Information to include
For faster support, include WordPress version, PHP version, Yatoon plugin version, active theme, active plugins, page URL, screenshots, and any error messages.