Our Support Policy has been effective 1st March 2016

This policy defines the support lifecycle for JoomlaShine products.
We provide support in Forum on daily basis in two support levels: FREE Support, and PRO Support. Take a look at the chart to see the difference between the two support levels in details:

Details

FREE Product Support

PRO Customers Support

Customer type

Registrants who download FREE Edition products

Subscribers who have active PRO orders. If the order expires, renew it to continue getting support.

Forum support category

FREE Product

PRO Product

Support hours

8:30 – 17:30 GMT+7:00

8:30 – 17:30 GMT+7:00

Max response time for:

 

 

Business days

48 hours

16 hours

Weekends & Public Holidays

72 hours

24 hours

Support Scope

General bug fixes applied in the next release

  • Troubleshoot problems in installing or using the products.
  • Provide clarification on any issues regarding capabilities of JSN products
  • Provide general advice (within reason) on how to utilize JSN products to as per request
  • identify incompatibilities with third party extensions and templates.
  • Bug fixes in a timely manner.

Out of scope

We unfortunately cannot help you with:

  • Customizations or modifications
  • Requests about fixing, customizing or supporting third party extensions or templates
  • Issues arising from user modifications to the template’s code, styling or functionality
  • Bugs arising on outdated extensions/templates/Joomla versions.
  • Deadlines commitment for adding additional features you or other users may request.
  • Troubleshooting server issues not related to our products, please contact hosting provider.

How to get fast, effective support?

Before you post a thread, please be sure to always search our Documentation, Knowledge Portal and watch our Video tutorials. If you do not find the answer yet, please provide us with detailed information and we will try to help:

  • 1 Log in to JoomlaShine Forum under your registered email
  • 2 Go to appropriate box, create a thread under product-related category . Here is the list of Forum boxes
  • 3 Clarify which Joomla and JSN product version you are having trouble with and details  description of issue ( steps to reproduce issue, expected result, screenshot are highly appreciated)
  • 4 Site URL to your livesite or test site with temporary log in credential (follow this guideline to send it out to JSN supporters)