Support Policy

In order to get the most out of our support forums and make your support experience better, we’d like to advise you to read through the support policy on this page.

1. Support language

We provide support in English language only. If you are not a native English speaker, it is you own responsibility to make sure that your request for support is well written in decent English and doesn't leave our support staff guessing. Our support staff leaves at its own discretion its right not to reply to poorly written requests or requests obviously written via machine translation tools.

2. Support eligibility

Support for paid JoomShaper products is provided only to customers with valid subscriptions.

3. Support priority

Supporting JoomShaper customers with valid paid product subscriptions will always have priority over supporting JoomShaper end users of our free products.

4. Support response time

JoomShaper support staff guarantee to reply to your initial request for support within 48 business hours. Although we watch our support forums online practically 24/7, support during weekends is provided solely at the discretion of our support agents.

Please note that while we always strive to answer your questions as soon as humanly possible, sometimes we are not able to do so for whatever reasons and we ask you to be patient during these times.

5. Support channels

JoomShaper provides its templates, extensions and Helix framework support via its community support forums, knowledge base and tutorials. Although we like to socially interact with our dear customers, we will not provide any support via any other communication channels, especially not via PM, e-mail, Facebook or Twitter.

Many support queries and technical questions will already be answered in documentation such as How to guide and FAQ’s . So, before sending a support ticket, please make sure you have read our documentation for a particular component, template and Helix version you are using. The documentation of our products covers their installation, configuration and usage and most likely already addressed the vast majority of your future questions.
Additionally, you may also use the search feature on our support forums to look up for possibly similar questions that you have in mind.

6. Supported Joomla versions

To comply with Joomla project, Joomshaper support team offers support for Joomshaper's products, installed on Joomla versions, oficially supported by the Joomla project itself at the time of the support request. Joomshaper doesn't support problems caused by old Joomla versions:
  • Joomla 1.5
  • Joomla 2.5
  • Joomla 3.5, 3.6
  • Joomla 3.7.x
Users have to update CMS version to last stable version before asking the question. We cannot also support problem with unstable Alpha and Beta versions of upcoming Joomla realise.

We also doesn't support JoomShaper templates based on Helix1. And problems caused by old versions of JCE editor 2.6.28 or older.

7. What we support includes

  • Any Joomla compatibility error arising from a fresh product install.
  • Help with functionality of our products, which is not specified in our documentation.
  • Issues with a JoomShaper template setup.
  • Issues relating to a broken JoomShaper product functionality.
  • Functionality of JoomShaper products which does not work as advertised in the product’s description.
It is our duty to fix any product’s bugs as quickly as possible after they are brought to our attention. Sometimes we will also try provide a solution via our ticket system and/or knowledge base for smaller bug fixes, after which we will update the core product package.

If you require help that is not within the scope of this Support Policy, such as on how to use default Joomla! system functionality itself, then we will most likely redirect you to external articles or support forums on Joomla.org. We can’t give general Joomla system support that isn’t directly related to our templates or extensions. For Joomla system support please refer to its documentation, books, watch online video tutorials or ask your question at http://forum.joomla.org/

8. What our support service doesn’t cover

JoomShaper support doesn't cover everything. Here's how to avoid surprises. Some of the topics and services that our company forum support doesn't cover include:

  • Troubleshooting issues directly related to Joomla core.
  • Server/environment problems and PHP settings releated.
  • Installation of the quickstart.
  • Compatibility problems with 3rd party components/modules/plugins/scripts*.
  • If you are unable to provide us with your offending web-site URL address and access to its Joomla back-end.
  • Any errors relating to product’s code (php and/or javascript) customization.
  • Any broken styling as a result of template, component, module or plugin customization.
  • Customizations of 3rd party components/modules/plugins unless otherwise explicitly stated in the item description or documentation.
  • In case there as some signs that your website has been hacked, please read tip and then contact your hosting support team.
  • Problems with older JoomShaper templates based on Helix v1.
  • Problems with older, not updated Helix II or Helix3 templates
    - users have to update before asking the question.
  • Troubleshooting issues with Internet Explorer older than IE11.
  • Teaching CSS, JavaSsript, PHP and how to use Joomla!.
  • Migration process, from old site, third party template and from Wordpress.
  • Installation or removal of third party components, plugins or modules.

*Visit the extension manufacturer's web site support forum for additional information.

9. What AfterCare services do you offer

Every one of our premium Joomla template and component, comes with extensive documentation, some of them have video tutorials.
The thing we are most proud of when we talk about support, where you can access any time and receive guidance and solutions to your issues directly from the developers. Attention Support if offered only to users that purchased one of our template(s) and component(s) from our JoomShaper website. To receive support you need active subscription.

10. Definition of modification support

We understand that there is a fine line between what is considered support and what is considered modifications. If your request for small modification or customization help only causes us to publish just a couple of lines of CSS or JS code, we may assist you.

If however your request causes more than that amount of code to be published, we will offer you a customization service or you have to hire an external developer if you don’t have the skills to implement it yourself. Please keep in your mind that customization is not a regular template/extension support.

If you need help with customizing one of our templates or components beyond it’s original functionality or design, please contact with Joomla web developers.

Thanks again for purchasing our products, and see you in the forum!

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