Support Policy

Guidelines to get the best out of our support team

Query type
Details
Support level
Status
Demo site display
Your site does not look like our demo site? No problem, provide us your site details and we will help you. Temporary login info if provided makes this task a breeze. Login info can be submitted even in our forums in the hidden fields (mods eyes only).
100%
Excellent
Bugs
We hate bugs and act swiftly to crush them. Provide us steps to replicate the bug and let us do the rest.
90%
Excellent
New feature requests
As long as the feature will add value to the product and is requested by others too, we will add them.
80%
Maybe, maybe not
Customization
Limited customization support is available only for developers. For regular members minor customization requests may be fulfilled depending upon the workload and staff discretion.
80%
Limited
3rd party extensions issue
Lets face it, while we do test our templates with popular extensions at random but it's not possible to cover all of them. So, our take on this is very clear : if it works in Joomla default templates but not in our templates, we will try our best to fix it, provided the 3rd party extension developer is using standard unmodified dependent libraries.
75%
Very Good
Old versions
We recommend using the latest versions of products in your site but we also understand that its not possible everytime. If provided with full details, screenshots and temporary login details, we can have a look and try to help.
70%
Tricky
Adding module positions or layout changes
As long as it does not fall under major customization expect good support. Please note, sometimes the template concept can be restrictive, for example : we cant help to add module position in JA Smashboard which is horizontal scrolling as it may break responsive layouts.
40%
Maybe, maybe not
Javascript conflicts
We understand that javascripts conflict can put the whole site purpose in limbo. We always help investigate such issues and if it can be fixed from our side, we always fix them. If we express helplessness due to 3rd party extension issues, you will have to take it up with them. We are always ready to work with others to resolve such issues.
30%
Maybe, maybe not
Ping Pong
We hate it. We can not provide efficient support if you post single line poorly formatted questions without detailed description of the issue faced. You will only get blunt wild guesses as replies, not to mention the prolonged resolution time. Help us to help you.
20%
ignored
Server and Hosting
We can only help to point out issues, beyond that its between you and your hosting provider.
0%
Very very limited

Forums or ticket system?

We encourage use of forums for asking support questions. It helps to share knowledge. Ticket system is primarily for Developers and for sales queries.

Support Timing?

Support is available Monday to Friday 8.30 AM to 5.30 PM with reply time of max 24 hrs.

Support Domain limitations

Only developer members are provided unlimited domain support. Support for other membership is limited to the number of domains allowed by membership plan. The domains need to be registered in the member area to avail support. Dev sites can be registered as subdomain or subfolders.

Support Scope

Our support scope is limited to helping users get demo site alike display, bug fixes and guidance limited to the concept of template, any questions beyond this scope may be ignored but open for community contribution. Limited customization support is available only for developer members.

Delayed Support?

Over the years we have refined our support workflow but there are still few avenues where the delay in support is inevitable. If beyond 24 hrs you do not receive reply, you can escalate the issue for intervention with any of the following ways : 1. Bump the thread / ticket 2. Provide ticket ID/ thread URL via Chat (right bottom) 3. Ping us on Facebook / Twitter.

Paid Support

Customization requests beyond the scope of support can be availed using our Tweak service. Please note this is a club members only service, expired or free members can not avail benefits from it.

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