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Support Terms

Terms

Last updated: June 6, 2026

These Support Terms describe what is included when you contact InstantStack for help with InstantFilter. They apply in addition to our Terms & Conditions.

Production deployment and staging

InstantFilter modifies how your shop lists, indexes, and filters products. Always test on staging first. We strongly recommend a staging environment that mirrors your production theme, caching, and plugin stack before enabling InstantFilter on a live store.

Support may ask whether you tested on staging before we investigate production incidents. We do not accept liability for production downtime, lost sales, or data issues when reasonable staging and backup steps were skipped.

Bug fixes and timelines

We treat confirmed bugs seriously and ship fixes through plugin updates. However, we do not guarantee a specific resolution time unless agreed in a separate written SLA. Critical security issues are prioritised; non-critical bugs are scheduled based on severity and impact.

We are not liable for business losses — including missed revenue — during the period between a bug report and the release of a fix. Your responsibility is to test updates on staging, maintain backups, and decide when to deploy fixes to production.

Who can receive support?

Support is available to customers with an active trial or paid subscription and a valid license key. If your subscription lapses, support is limited to billing or reactivation questions until the license is active again.

What is included

  • Help installing InstantFilter and activating your license key.
  • Guidance on indexing, listings, filters, variation modes, and shortcodes.
  • Troubleshooting plugin behaviour documented at instantstack.co/instantfilter/docs/.
  • Bug reports and fixes delivered through plugin updates.
  • Compatibility guidance for common WooCommerce themes and cache plugins, within reasonable scope.

Support by plan

  • Basic — standard email support during business hours (Central European Time).
  • Pro — priority email support with faster response targets.
  • Agency — dedicated support channel for agencies managing multiple client sites.

Response times are best-effort targets, not guaranteed service-level agreements (SLAs), unless we agree otherwise in a separate written contract.

What is not included

  • Custom theme development, bespoke PHP/JavaScript development, or full site builds.
  • Debugging unrelated third-party plugins unless they directly block InstantFilter functionality.
  • Server administration, hosting migrations, or database optimisation outside plugin scope.
  • Training for general WordPress or WooCommerce topics not specific to InstantFilter.
  • Support for expired licenses, pirated keys, or installations exceeding your plan limits.

We may recommend a partner or quote custom work separately when a request falls outside standard support.

How to get the fastest answer

Before emailing support, check the troubleshooting section and the FAQ.

When you contact us, include:

  • The email address used for your Lemon Squeezy purchase.
  • Your WordPress site URL and InstantFilter listing ID (if applicable).
  • InstantFilter and WooCommerce version numbers.
  • A short description of expected vs. actual behaviour.
  • Screenshots of the admin status pill or relevant settings.

Email: tom@instantstack.co

Updates and maintenance

While your subscription is active, you receive plugin updates that include bug fixes, performance improvements, and new features. Major releases are noted on the changelog. You are responsible for keeping WordPress, WooCommerce, and InstantFilter updated on your sites.

Security reports

If you discover a security vulnerability in InstantFilter, please report it responsibly to tom@instantstack.co with enough detail for us to reproduce the issue. Do not publicly disclose vulnerabilities before we have had a reasonable opportunity to address them.

Changes to these terms

We may update these Support Terms as our product or staffing changes. The “Last updated” date at the top reflects the latest revision.

Other legal documents that apply to InstantFilter customers.