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Support Policy

Last updated: 26 February 2018

This Support Policy describes what support you can expect from us in regards to our Joomlatools software and services.

If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.

By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy. Before you continue reading our Support Policy make sure you have also reviewed our  Terms of Service.

Note:  We’ve made the below terms available under a Creative Commons Sharealike license, which means you’re more than welcome to repurpose it for your own use. Just make sure to replace references to us with ones to you, and if you don’t mind we’d appreciate a link to Joomlatools.com somewhere on your website. We spent a lot of money and time on the below, and other people shouldn’t need to do the same.

What Our Support Service Covers

We only support our Products, sold by official Resellers (for example via Joomlatools.com). Our Support Service includes assistance with Product installations, configuration and use. If you need help setting up or configuring your extensions, please first check the documentation and FAQs of the extension. Your question might have been answered already. If it hasn’t, please submit a ticket in our Suppport

If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket in our Support Center.

Bug Fixing

We will fix any defects in our Products as quickly as possible after they are brought to our attention as part of our scheduled Product maintenance updates.

For Business and Agency subscribers we will also, if technically possible, provide a solution via our Support Center for smaller defects or errors, either in a form of a patch, or in the form of an installable package. 

If you think you have found a bug, please let us know. If you want to speed up the process, make sure to follow the steps in our self-help guide first. If you don’t, we might ask you to go through those steps. If you want to speed up the process, make sure to provide login information for your site and information how we can replicate the issue. If you don’t, we might ask you to provide this information first.

Customisation

A customisation is anything that changes the way our Products look or function relative to how we make our Products available to you. We provide following forms of customisations:

  1. Business subscription: we offer guidance and help for simple template overrides. 
  2. Agency subscription: we offer support for smaller custom modifications that are applied by us or by you.

Outside of the above we provide our Products as is. 

While we can help you to configure our products within the capabilities of each extension, we do not customise our Products or support any Third Party customisations of our Products.  If you need further customisation, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions for customised Products.

What Our Support Service Does Not Cover

Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third Party products and services. 

We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.

We do not give general Joomla support. You can find resources and and answers around Joomla in the Joomla.org forums

Product Support Channels

We only provide Support Services through our Support Center. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.

You need to submit a ticket using the Support Center to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Support Center tickets, and information you share with us through these Support Center tickets, are confidential. Only you and our support team will see your ticket.

You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify advice you receive through community forums before relying on it.

Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.

General Information

Our general support hours are Monday to Friday, 10:00 to 18:00 (GMT+1). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.

Incorporation by reference

This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:

  • Interpreting these Use Terms
  • Support Service
  • Passwords and Account Security
  • Your Privacy
  • Warranties
  • Liability
  • Documents and Notices

The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.

The defined terms in the Supplementary Glossary in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.

Supplementary Glossary

  • “Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;
  • “Support Center” means the Support Service interface on our Website, accessible at http://support.joomlatools.com;
  • “Support Policy” means this support policy, as amended from time to time;

“Terms” means the Joomlatools Website Use Terms located at http://joomlatools.com/terms