Support Policy

Every JoomlaX extension comes with support from the developers who built it. This policy explains who can get support, how to ask, how fast we reply, and what support covers. Please read it before you contact us. It'll help us help you faster.

The short version

• Support is for customers with an active paid subscription.
• Open a ticket at support.joomlax.com or email support@joomlax.com. First reply within 24 business hours (Monday to Friday, IST).
• We don't support modified code.
• We support our extensions on Joomla versions the Joomla project still supports.
• We help with our extensions, not with general Joomla, server or third-party problems, or custom development.

1. Who can get support

• Support for paid products is available only to customers during their plan period.
• Support is available only for extensions bought from us, on JoomlaX (joomlax.com) or the Infyways website.
• Customers with a paid subscription always get priority over users of our free products.

2. How to get support

You can get support in two ways:

• Support desk (tickets): open a ticket at support.joomlax.com
• Email: support@joomlax.com

Please include your order number, the extension name and version, your Joomla and PHP versions, and what's going wrong.

Live chat on our website is for pre-sales questions only. For help with an extension you've bought, please use the support desk or email.

We don't provide support through private messages, Facebook or Twitter (X).

Many questions are already answered in our documentation and FAQs. Each extension's documentation covers installation, setup and use, so please check it before you contact us.

3. How fast we reply

• First reply within 24 business hours. Business days are Monday to Friday, India Standard Time (IST).
• We watch the support desk nearly around the clock, but weekend support is at our support team's discretion.
• We always try to answer as quickly as we can. Sometimes we can't, and we ask for your patience when that happens.

4. Language

We provide support in English only. If English isn't your first language, please write your request as clearly as you can so we don't have to guess what you mean. We may choose not to reply to requests that are very hard to understand, or that were clearly written with a machine translation tool.

5. Supported Joomla versions

In line with the Joomla project, we support our extensions on Joomla versions that the Joomla project officially supports at the time of your request. Please update Joomla to the latest stable version before you ask for help.

We don't support problems caused by:

• Old Joomla versions that the Joomla project no longer supports, such as Joomla 1.5, 2.5 and 3.x
• Unstable alpha or beta versions of upcoming Joomla releases
• Old versions of the JCE editor

6. What support includes

• Any Joomla compatibility error that comes from a fresh install of our product
• Help with features of our products, including ones not covered in our documentation
• Problems setting up an extension
• Problems with broken functionality in one of our products
• Features that don't work as described on the product page

We fix bugs in our products as quickly as we can once they're reported to us.

If you need help that's outside this policy, such as how to use Joomla's own built-in features, we'll probably point you to articles or forums on Joomla.org. We can't give general Joomla support that isn't directly related to our extensions. For that, try the Joomla documentation, books, video tutorials or the Joomla forum.

7. What support doesn't include

We don't promise that the software will run without interruption or errors. Support doesn't cover:

• Problems with Joomla's core
• Teaching CSS, JavaScript or PHP, or how to customize JavaScript or PHP code
• Lessons on Joomla's basic features and settings
• Failures or damage caused by hacker attacks
• Server problems and PHP settings
• Lost access to the Joomla administrator area caused by your actions or by an installed plugin
• Installing a quickstart package
• Templates or extensions bought from anyone other than us (please ask that seller or developer for support)
• Compatibility problems with third-party components, modules, plugins or scripts (please check that developer's support forum)
• Sites where you can't give us your website address and access to its Joomla back end
• Modified code. Any problem with an extension whose code (PHP, JavaScript or CSS) has been changed, including broken styling, errors or lost features
• Moving from one template to another
• Customizing third-party components, modules or plugins, unless the product description or documentation says otherwise
• Problems on old Joomla versions that haven't been updated (please update before you ask)
• Migrating from an old site, a third-party template, or from WordPress or Drupal
• Problems in Internet Explorer

Extra help outside this list may cost an extra fee.

8. Customization and small changes

The GPL lets you change our code, but we don't support modified code (see §7).

There's a fine line between support and customization. If your request needs only a couple of lines of CSS or JavaScript, we may help. If it needs more than that, you'll need to hire a developer if you can't make the change yourself.

Customizing code isn't part of regular support. If you need one of our extensions customized beyond its original features or design, please contact a Joomla web developer.

9. Sites with malware

We may refuse to check your website (admin or front end) if it's infected with malware, phishing or a virus, or if security software (including virustotal.com) warns about it on our support team's computers.

10. Help resources

Every premium extension comes with documentation, and some have video tutorials. Through our support desk and email, you get guidance and solutions directly from the developers who built the extension.

Thanks again for choosing our products.