Support Policy Summary

To ensure fast and effective assistance, please review our support guidelines:

1. Language

Support is provided in English only. Requests must be clearly written; we may not respond to messages that are unclear or machine-translated.

2. Eligibility & Priority

• Support is available only to customers with active subscriptions for paid products.
• Paid customers receive priority over free-product users.

3. Response Time

We aim to reply within 48 business hours. Weekend support is not guaranteed. Delays may occur during busy periods.

4. Support Channels

Support is offered only via our tiketing system— not through email, social media, or private messages.

Before submitting a request, check documentation, FAQs, and forum searches, as many answers already exist.

5. Supported Versions

We support our products only on currently supported Joomla versions. Issues caused by outdated Joomla releases, obsolete frameworks, or old editors must be resolved by updating first.

6. What Support Covers

We help with:

• Compatibility errors after fresh install
• Broken product functionality
• Setup issues
• Features not working as described
• Bugs (which we fix as quickly as possible)

General Joomla usage questions may be redirected to official Joomla resources.

7. What’s Not Covered

Support does not include:

• Joomla core issues
• Custom coding or design changes
• Server or hosting problems
• Third-party extension conflicts
• Site migrations
• Problems caused by outdated software
• Malware-infected sites
• Installation of quickstart packages
• Products not purchased directly from us

We also no longer troubleshoot Internet Explorer issues.

8. Aftercare

All premium products include documentation (and sometimes video tutorials). Support access requires an active subscription.

9. Customization Requests

Small tweaks (a few lines of CSS/JS) may be provided. Larger modifications will require you request a quote as customization is outside normal support scope.

In short:
We provide fast, professional support for our products when used correctly on supported systems — but not for custom development, outdated setups, or third-party conflicts.