Help Us Help You
Paid members get our team's attention, but the support experience and turn-around time is a two way street.
During our working hours, we monitor the paid support forum areas and provide assistance.
Following the guidelines outlined below will help improve your support experience and speed-up final resolution times!
Are you informative?
Before hitting the forum submit button, read what you wrote. Then ask yourself, if everything is absolutely clear and all information is provided. Making people think, guess and ask for clarifications justs extends final resolution time and adds frustration to your support experience.
No software is bug free. We're not excempt from this rule. If you think you have found a bug, please report it and provide as much details as possible wo we can reproduce it. Remember to turn on Joomla debug mode and maximum error reporting to capture PHP warning and error messages.
If we can reproduce it, we can fix it!
We will open a tracker ticket, fix it, and in most cases push the fix out in one of our nightly builds.
Sometimes extensions don't play nicely with each other and can break our products. It's easy to point fingers and blame us, but these issues are usually out of our hands.
It's not possible to conflict test against every extension, but that's ok! Let us know and we'll see what can be done as sometimes it's even our fault (whoopsy!). Be patient, as we are not experts on other extension matters. Givving us access (when requested) to your environment so we can experience the issue could help us help you.
Out of Date
We promote a rapid development environment. Things are constantly changing. From bugs being fixed to features being added.
For these reasons and many more we can not provide support for out of date installations. It's always best to stay on top of things and before reporting any issues always update to latest releases first!
Are mission is to provide top quality Community Builder solution tools. We do not provide dedicated developers for complete site projects or overhauls. It's best we focus our time on providing you with excellent software and leave the design/building work to the web designers and integrators.
Other than basic installation and configuration services for our main products (Community Builder and CBSubs), we will not take on any turn-key website projects.
Our goal it to provide generic tools designed to help you achieve your specific use case needs. There are some use cases that might be more difficult to support than others.
When it comes to personalizing your Community Builder solutions usage to your needs we can only help in limited ways. Minor CSS or code change suggestions are often provided including usage suggestions. Please note we can not provide you with custom development in any way; please hire a developer for such tasks.
We do provide commercial hosting services for for your Joomla websites needs and top-notch support for our hosting customers. Our solutions work just fine on our hosting environment and on reputable third-party environments.
Sometimes a third-party hosting service is simply out of date or poorly configured. We are always happy to suggest possible debugging steps, but it's highly recommended to directly contact your hosting provider. as they are in control and manage this aspect.
If we cannot access your environment, we cannot help you. If you have a not-reproducable bug or a usage issue, we will need access to provide proper assistance.
We will give our best support feedback, but can't really help you with what we can't reproduce and can't first-hand experience. All sites must be accessible via the Internet (from anonymous IP access).
Late Night Support
One-to-one contacts and private exchanges are only possible if such hourly professional services are purchased. Direct contact with the team for general support issues is not included. Support is handled publicly on the support forums. Direct contact is only used as a means of obtaining private information (e.g., login credentials). It would be impossible to maintain support if everyone contacted us through emails, private messages, and skype. Publicly accessible support forums also benefits the community for those searching with similar perhaps already resolved issues.