How Prepaid Support Works
You pay only for the time actually spend on resolving your problem. Our support engineers log their time per minute for handling tickets you submit. Support minutes are deducted according to these logs when the problem is solved and support ticket is closed. You will be informed about amount of minutes deducted and left available. You can visit your Members Area to check the amount of available Support minutes any time.
Subscription for Joomla! Support Service Packages is valid for 1 year starting on the purchase date of the latest Support Package. You will be alerted by email 2 days before your subscription expires. Unused minutes are gone when the subscription expires. You can prolong your subscription and add the support minutes to those left on your account by buying another Package before the expiration date.
For example, if you have 20 support minutes left on your account, after buying a package of 3 support hours (180 support minutes) you will have 200 support minutes in total.
Need custom development?
It frequently happens that customer needs custom development service as an essential part of support.
What happens when you prepaid for support (where Joomla! administrator, web master works) and it turns out that you need custom development (where Joomla! developer is needed)? Once that happens you can use your prepaid support hours for custom development taking in mind that 1 development hour = 1.5 support hours. That’s it.
Response times may vary based on ongoing requests in the work queue. Support Service Packages Subscribers are rewarded Priority-One Response. It is twice quicker than usual support:
- Average response time is 4 business hours.
- Maximum response time is 1 business day.
Our working hours are 8am - 4pm GMT from Monday till Friday.
The Support Department is closed on weekends and public holidays. We notice our customers about coming public holidays beforehand.
Ways to contact us
- Helpdesk - Since it is the most effective way of tracking conversation we recommend using it for urgent and technical issues.
- Forum - Recommended for general questions and discussions that may be of interest for a vast majority of customers.
- Skype chat – Could be used in emergency issues such as "website is not available". Submit a ticket with your SkypeID after you bought a Package. Support Engineer assigned to you will contact you shortly.
- Phone – Could be used in emergency issues to give us an alert.
We only refund the purchase in case we fail to help you in resolving issues. To resolve them, we may need you to provide full access to FTP, Joomla! Admin and database consoles. If you refuse to grant these credentials, the refund will not be issued. Note that we refund for the full amount of Support minutes remaining in your account. The deadline for any refund claim is 30 days after the purchase date.
Refunds are issued if you change your mind and don’t want to use our service. If you have doubts about prepaying the service, feel free to contact us via helpdesk or forum. We will be glad to answer any pre-sales questions for free.
Our company reserves the right to change or modify current Terms with no prior notice.