Last updated: September 2026
This policy describes product support for Rooted Forms, Rooted Forms Pro, Rooted Security, and Rooted Security Pro. Custom-development support is governed by the applicable project agreement and is separate from plugin support.
What product support covers
- Reasonable help installing and configuring the current supported product version.
- Clarification of documented product features and workflows.
- Investigation of reproducible behavior that may be caused by Rooted Dev Studio software.
- License activation, recovery, protected-download, update, subscription, and account questions.
- Guidance about an available fix or workaround when one is known.
Active subscriptions
Support for paid Pro products, protected downloads, and eligible updates requires an active subscription and license. Public documentation remains available without a paid support entitlement. Assistance for free products may be provided when practical but is not a paid-service commitment.
What product support does not cover
- Custom development, site design, content entry, or unrelated troubleshooting.
- Administration of a web host, email provider, domain, DNS, Stripe account, or another third-party service.
- Fixes for unrelated themes, plugins, custom code, malware, compromised hosting, or unsupported environments.
- Guaranteed email delivery, search rankings, sales results, uninterrupted operation, or complete security.
- 24/7 monitoring, emergency incident response, or a guaranteed response-time service level.
Before requesting help
- Install the latest version available to the active license.
- Review the applicable documentation and changelog.
- Record the exact error and the steps that reproduce it.
- Include relevant WordPress, PHP, product, and browser versions.
- Test safely on a staging site when the issue could affect production.
Protect sensitive information
Do not send passwords, one-time codes, private keys, API secrets, SMTP credentials, complete payment-card numbers, full database exports, or private customer data. If additional diagnostic material is necessary, we will explain an appropriate limited method.
Response expectations
Requests are reviewed as reasonably practical during normal business days. No 24/7 response, resolution deadline, or response-time SLA is promised. Complex issues, third-party dependencies, incomplete reproduction steps, or security incidents may require additional time or a separately scoped engagement.
Security support
Rooted Security can reduce risk and help review local evidence, but it cannot guarantee that a site is uncompromised. Product support is not a substitute for secure hosting, tested backups, ongoing maintenance, or qualified incident-response assistance.
How to request support
Use the support page or email support@rooteddevstudio.com. We will reply using the contact information provided with the request.