themesXPO would like to advise you to read through the support policy.
Support language
We provide support in English language only. If you are not a native English speaker, it is you own responsibility to make sure that your request for support is well written in decent English and doesn't leave our support staff guessing. Our support staff leaves at its own discretion its right not to reply to poorly written requests or requests obviously written via machine translation tools.
Support eligibility
Support for paid themesXPO products is provided only to customers with valid subscriptions.
Support priority
Supporting themesXPO customers with valid paid product subscriptions will always have priority over supporting themesXPO end users of our free products.
Support response time
themesXPO support staff guarantee to reply to your initial request for support within 48 business hours. Although we watch our support tickets practically 24/7, support during weekends is provided solely at the discretion of our support agents.
Please note that while we always strive to answer your questions as soon as humanly possible, sometimes we are not able to do so for whatever reasons and we ask you to be patient during these times.
Many support queries and technical questions will already be answered in documentation such as How to guide and FAQ’s . So, before sending a support ticket, please make sure you have read our documentation for a particular templates & components you are using. The documentation of our products covers their installation, configuration and usage and most likely already addressed the vast majority of your future questions.
Supported Joomla versions
To comply with Joomla project, themesXPO support team offers support for themesXPO products, installed on Joomla versions, officially supported by the Joomla project itself at the time of the support request. themesXPO doesn't support problems caused by old Joomla versions:
• Joomla 1.5
• Joomla 2.5
• Joomla 3.5, 3.6
• Joomla 3.7.x
• Joomla 3.8.x
Users have to update CMS version to last stable version before asking the question. We cannot also support problem with unstable Alpha and Beta versions of upcoming Joomla realise.
What we support includes
• Any Joomla compatibility error arising from a fresh product install.
• Help with functionality of our products, which is not specified in our documentation.
• Issues with a thmesXPO template setup.
• Issues relating to a broken themesXPO product functionality.
• Functionality of themesXPO products which does not work as advertised in the product’s description.
It is our duty to fix any product’s bugs as quickly as possible after they are brought to our attention. Sometimes we will also try provide a solution via our ticket system and/or knowledge base for smaller bug fixes, after which we will update the core product package.
If you require help that is not within the scope of this Support Policy, such as on how to use default Joomla! system functionality itself, then we will most likely redirect you to external articles or support forums on Joomla.org. We can’t give general Joomla system support that isn’t directly related to our templates or extensions. For Joomla system support please refer to its documentation, books, watch online video tutorials or ask your question at http://forum.joomla.org/
What our support service doesn’t cover
themesXPO support doesn't cover everything. Here's how to avoid surprises. Some of the topics and services that our company helpdesk support doesn't cover include:
• Troubleshooting issues directly related to Joomla core.
• Server/environment problems and PHP settings releated.
• Installation of the quickstart.
• Compatibility problems with 3rd party components/modules/plugins/scripts*.
• If you are unable to provide us with your offending web-site URL address and access to its Joomla back-end.
• Any errors relating to product’s code (php and/or javascript) customization.
• Any broken styling as a result of template, component, module or plugin customization.
• Customizations of 3rd party components/modules/plugins unless otherwise explicitly stated in the item description or documentation.
• In case there as some signs that your website has been hacked, then contact your hosting support team.
• Troubleshooting issues with Internet Explorer older than IE11.
• Teaching CSS, JavaSsript, PHP and how to use Joomla!.
• Migration process, from old site, third party template and from Wordpress.
• Installation or removal of third party components, plugins or modules.
What AfterCare services do you offer
Every one of our premium Joomla template and component, comes with extensive documentation, some of them have video tutorials.
The thing we are most proud of when we talk about support, where you can access any time and receive guidance and solutions to your issues directly from the developers. Attention Support if offered only to users that purchased one of our template(s) and component(s) from our themesXPO website. To receive support you need active subscription.
Definition of modification support
We understand that there is a fine line between what is considered support and what is considered modifications. If your request for small modification or customization help only causes us to publish just a couple of lines of CSS or JS code, we may assist you.
If however your request causes more than that amount of code to be published, we will offer you a customization service or you have to hire an external developer if you don’t have the skills to implement it yourself. Please keep in your mind that customization is not a regular template/extension support.
If you need help with customizing one of our templates or components beyond it’s original functionality or design, please contact with Joomla web developers.
