Terms of Service

1. Acceptance of Terms

By accessing or using iSupportive.com ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service. These Terms apply to all visitors, users, and customers who access or use the Service.

2. Description of Service

iSupportive.com provides WordPress support, troubleshooting, and maintenance services. Our Service includes free WordPress support for issue resolution, optional paid urgent/priority support, live chat assistance, and access to our knowledge base and guides. We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time.

3. User Accounts

When you create an account with us, you must provide accurate and complete information. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized use of your account
• Ensuring your contact information is current and accurate

We reserve the right to suspend or terminate accounts that violate these Terms or that have been inactive for more than 12 months.

4. Free Support Services

Our free WordPress support service is subject to the following conditions:

• Free support covers standard WordPress issues including plugin conflicts, theme problems, security fixes, performance issues, and database errors
• Response times for free support are based on availability and queue position
• We work on your issue until it is resolved, at no cost to you
• Free support does not include custom development, full site redesigns, or ongoing retainer services
• We reserve the right to limit free support for abusive or excessive requests

5. Paid Urgent/Priority Support

Our urgent priority support service is billed at $35/hour and includes:

• Immediate priority queue placement with a 30-minute response time
• Dedicated expert assignment to your issue
• Real-time progress updates and phone support availability
• Weekend and holiday coverage
• A satisfaction guarantee — you pay only if satisfied with the resolution

6. Website Access & Credentials

To resolve certain WordPress issues, you may need to provide our team with access to your WordPress admin panel, hosting account, or other systems. By providing such access, you confirm that you are authorized to grant it and that you have taken appropriate backups of your site. We will use your credentials solely for the purpose of resolving your support request and will not retain them after the issue is resolved.

7. Subscription Changes, Cancellations, and Thread Access

Paid plans unlock support capacity and reply rights that apply to the period of the active subscription. If you cancel a paid plan, tickets or chat conversations created under that plan remain visible, but they may become read-only unless you later subscribe to the same plan or a higher plan.

• Direct downgrades from a higher-priced active plan to a cheaper or free plan are not available while the higher plan remains active
• To leave a paid plan, you may be required to confirm cancellation explicitly before the subscription is ended
• After cancellation, older paid conversations can remain visible but replies and new chat messages on those conversations may stay disabled until an eligible plan is active again
• Subscribing to a cheaper plan after cancellation does not automatically restore reply access to conversations that require a higher plan level

8. Limitation of Liability

To the maximum extent permitted by law, iSupportive.com shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, arising from your use of or inability to use the Service. Our total liability for any claim related to the Service shall not exceed the amount you paid us in the 12 months preceding the claim. We strongly recommend that you maintain current backups of your WordPress site before any support work begins.

9. Intellectual Property

The Service, including its content, features, and functionality, is owned by iSupportive.com and is protected by copyright, trademark, and other intellectual property laws. You retain ownership of your WordPress site, content, and data. Any code snippets, solutions, or modifications we provide as part of support services are licensed to you for use on your WordPress site.

10. Prohibited Conduct

You agree not to:

• Use the Service for any illegal or unauthorized purpose
• Submit false, misleading, or fraudulent support requests
• Attempt to gain unauthorized access to our systems or infrastructure
• Harass, abuse, or threaten our support staff or other users
• Resell or redistribute our support services without authorization
• Submit support requests for sites containing illegal or malicious content

11. Termination

We may terminate or suspend your access to the Service immediately, without prior notice, for any reason, including breach of these Terms. Upon termination, your right to use the Service ceases immediately. All provisions of these Terms that by their nature should survive termination shall survive, including ownership provisions, warranty disclaimers, and limitations of liability.

12. Governing Law

These Terms are governed by and construed in accordance with applicable laws, without regard to conflict of law principles. Any disputes arising from these Terms or the Service shall be resolved through binding arbitration, unless otherwise required by local law.

13. Changes to Terms

We reserve the right to update these Terms at any time. We will notify users of material changes via email or a prominent notice on the Service. Your continued use of the Service after changes constitute acceptance of the updated Terms.

14. Contact Us

If you have questions about these Terms of Service, please contact us at: