# Support Policy
Version 2026-10-15. Effective for new agreements accepted from 15 October 2026.

Contact product support
Email support@hampshiremarketing.co.uk with your business name, account reference, affected page and a short description of what happened. Tell us whether customers cannot book, payments appear incorrect or the problem affects only a particular feature. Do not send passwords, card details or full customer lists. This policy does not promise a staffed emergency line or round-the-clock support.
What support covers
Support covers help using the supplied product and investigation of suspected faults with Bookings. We may ask for steps to reproduce the issue, relevant version details and limited diagnostic information. We will provide the agreed service with reasonable care and skill. Your order controls any separately purchased support arrangements.
What needs a separate agreement
Website redesign, custom code, extensive training, migration and repairs to unrelated themes or plugins are not automatically included. If an issue requires additional paid work, we will explain the proposed scope and fee before you accept it. We will still investigate whether a reported issue comes from our product.
Prioritising reported problems
We prioritise according to impact, including risks to customer data, widespread inability to book and payment problems. A response acknowledges or investigates a report; it is not a promise that the issue has already been fixed. No fixed response or resolution time is included unless agreed separately.
Maintenance and external services
Maintenance and security updates can interrupt availability. We will give reasonable advance notice of planned material disruption where practicable; urgent protective work may happen sooner. WordPress hosting, internet access and authorised services such as Stripe and Google also affect the booking journey. Their involvement does not remove our responsibility for our own work.
Availability and service credits
The standard plans do not include a contractual uptime percentage or automatic service credits. Any separate service-level agreement must define the service measured, measurement period, monitoring, exclusions and remedy. This policy does not remove remedies available under the service agreement or applicable law.
Lifetime support and updates
A lifetime purchase includes five years of support and ten years of updates from purchase. Support after the fifth year is paid and requires a separate agreement; new features may require an upgrade. These periods do not promise that your own website hosting, third-party integrations or every future WordPress version will remain unchanged. The service terms and accepted order govern the product-access entitlement.
Escalation and continuity
If an issue remains unresolved, reply to the support correspondence with the outstanding impact and the outcome you are seeking, or email support@hampshiremarketing.co.uk. Keep business records and website backups appropriate to your operation. Operator-assisted export and daily London recovery backups are described in the DPA; no fixed recovery time is promised.