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Support Policy

Explore our Support Policy for efficient assistance, ensuring a positive user experience with clear guidelines.

Support refers to the after-sales service provided by Joomsky, aimed at resolving software conflicts, and usability issues, and supplying updates and patches for bugs and security vulnerabilities in the program.


Support Fees and Eligibility

Support is provided at no additional cost to subscribers, regardless of subscription type. However, support is limited to the domain(s) specified in your subscription. You are eligible for support by directing inquiries to Joomsky through our online form or by visiting the Support section and clicking on the ‘Get Support’ link in the top menu of our website. Any follow-ups and replies are strictly between Joomsky and the subscriber and will not be shared with third parties unless required by law. You are solely responsible for the information provided in the form.

We do not endorse any means of communication other than those mentioned above.

A public forum is available to registered members on our website for community-based support. Please note that we do not guarantee responses on the forum, nor do we commit to monitoring it.

In certain cases, we may require access to your Joomla! Administration section or other website-related administration areas (such as your FTP account, MySQL database, or hosting control panel) to resolve support inquiries. Rest assured, any information provided will be kept confidential and stored by Joomsky for future reference.

For debugging purposes, we may need direct access to your Joomla! website (your website must be publicly reachable) to perform relevant tests. If you cannot meet these requirements, we may not be able to determine the cause of your issues and provide support accordingly.

Your subscription will be activated promptly upon successful payment receipt. While payments are typically processed instantly, delays may occur due to our payment processor. For any payment-related inquiries, please refer to the Terms and Conditions.


Support Limitation

Support is limited to:

  • Help and advice regarding our subscriptions and services;
  • Help regarding usage of our website’s services and features;
  • Assistance with the usage of our products;
  • Addressing non-documented issues, tips, and tricks concerning our software;
  • Minor changes and alterations to our products to ensure compatibility with your Joomla! installation; please note that we reserve the right to refuse any or all modifications of our software.

Support does not include:

  • PHP or any other server-side programming language training; modifications under the GNU/GPL license are permissible, but we do not undertake to provide PHP-related instruction;
  • SQL or any other database language training; modifications under the GNU/GPL license are permissible, but we do not undertake to provide SQL-related instruction;
  • JavaScript or any other client-side programming language training; modifications under the GNU/GPL license are permissible, but we do not undertake to provide JavaScript-related instruction;
  • CSS and XHTML training; modifications under the GNU/GPL license are permissible, but we do not undertake to provide CSS or XHTML-related instruction. Browser incompatibilities are Joomla! template-related issues. Our products are tested on several browsers (including but not limited to: Mozilla Firefox, Microsoft Internet Explorer 8, 9, 10, Apple Safari, Opera, Google Chrome) and they fully comply with their standards. If you encounter any bugs in our products’ CSS or XHTML code, you are free to report them using any of the above eligible methods of communication;
  • Alteration or modifications of our products or any other products (Joomla! related or unrelated) to meet a specific need.
  • Support will not be provided for the Js Job4u template. If you are using the SJ Job4u template, please seek support from the template company.

However, we do offer a series of tutorials and tips on achieving certain functionalities with our products, available under our product documentation.
We do not offer support via email or any other means for installation, customization, administration of Joomla, or any other inquiries not directly related to our products.


Support Period

Joomsky is not obligated to provide support, access to downloads, or any other services beyond the term indicated by your subscription. You may renew your subscription on or before the expiration date by agreement between Joomsky and you to continue receiving services.

The ‘lifetime’ of a Joomsky product is defined by its ‘active’ status. Products are considered ‘active’ when they are developed and updated to align with the current versions of Joomla!. Joomsky is not obligated to provide support for products that have reached their ‘end of life’.

Support is available Monday to Friday, from 09:00 to 17:00 UTC+5.

We guarantee a response within two business days. Business days are defined as Monday to Friday, excluding national holidays.


Use of the Subscription

While the number of downloads is unlimited, subscriptions cannot be shared. Sharing or employing methods that allow for multiple simultaneous downloads, thereby affecting website performance, is strictly prohibited and may lead to subscription termination.

You are not permitted to sublicense, assign, or transfer your subscription to any other individual without prior written consent from Joomsky.

You may not claim intellectual or exclusive ownership of any products, whether modified or unmodified. All products remain the property of Joomsky and are provided ‘as is’ without warranty of any kind, expressed or implied.

Under no circumstances shall our entity be liable for any damages, including but not limited to direct, indirect, special, incidental, or consequential damages, or other losses arising from the use of or inability to use the products.

Subscription expiration results in the termination of support, updates (including membership details and product source code), and other download-specific services.


Product Updates

Our products are designed to be compatible with the latest version of Joomla!, but we cannot guarantee their compatibility with future Joomla! versions.

Subscribers can reach out through any of the endorsed communication channels to address software version-related issues.

While we do not guarantee new updates during the subscription period, nor do we provide specific deadlines or development paths for updates. Such information is for internal use at Joomsky and will not be made public unless stated otherwise.

However, we are committed to providing excellent service to our subscribers and will strive to ensure that our products remain up-to-date and functional.”

This revision aims to maintain clarity and conciseness while conveying the information effectively.


Termination of Service

We retain the right to terminate your service for violating our support policy. In such cases, while you may continue using our products under the GNU/GPL license, support and updates from Joomsky will be discontinued.

We uphold and expect mutual respect in all support interactions. Any use of offensive language, whether by Joomsky or the user, will not be tolerated.


Updates and Changes

The Joomsky Support Policies may undergo periodic updates and are subject to alteration at our discretion. We hold the authority to modify the Support Policy without prior notification.

While this Support Policy primarily applies to subscribers, we reserve the option to enforce some or all of its provisions on non-subscribers as deemed necessary.

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