Support scope

We support

• Installation issues
• Basic configuration
• How-to usage questions

We do not support

• Template design and customization
• Anything that require modification to the core code, such as adding new customized feature.
• modified JomSocial code
• server migration
• 3rd party integration
• any beta or trial release
• installation on localhost
• Non JomSocial-related issues

Assistance for the items above is available through our Professional Services or a Consulting engagement.

For any feature request, please use our uservoice page.

How to obtain support

For all valid license holders, we provide web-based support for 12-months from the date of purchase. You will also be entitled to 12-month free update. Should you require phone or priority support (for guaranteed 12-24 hours response time), please contact us with your requirements.

1. Product documentation wiki & FAQ

This documentation will be updated frequently and will contain all the latest and most common support issues. 90% of the time, you should be able to resolve any issue through our wiki. You can visit the wiki here

2. Support forum

If you have a more specific questions, you can post them in our support forum. Your questions might have been asked before, so, please do a quick search before you post any new topic.

Our support team will try to attend support queries within 48 hours, within normal working hours. Please observe that we are at GMT+8. You can access the forum here.

This forum uses the same credentials as JomSocial.com main site. If you have an account with JomSocial.com please use the same username and password to access this forum. It helps us identify between paid and unpaid user and help us prioritize your queries.

3. Email

Email is used primarily for exchanging confidential information. Email support will only be entertained after you have posted your queries in our forum and that we requested your confidential site details to be passed to us. Should you require phone or priority support (for guaranteed 12-24 hours response time), it is available through our Professional Services or a Consulting engagement. Please contact us with your requirements.