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JomSocial Support Overview

Thank you for taking the time to read through our official support overview.

JomSocial aims to deliver the best, unmatched support service on the web. Our professional support team consists of knowledgeable and highly proficient developers with years of experience in web-development, Joomla ecosystem and social networking platforms. You are in good, capable hands.

As the nature of JomSocial, your preferred social networking platform depends on a fusion of server systems and setups, unique configurations and third-party products available on your website, it is imperative for us to explicitly define supported issues by our company and your responsibility as customer.


Official Support Scope & Limitation

While we strive to provide an unmatched support quality, there are always limitations to bind our support within an acceptable limit/perimeter to guarantee support quality and uphold our service excellence.


Our official support covers:

  • Guidance for installation issues
  • Assistance with available features and configurations
  • Providing patch for valid bugs whenever possible

These support issues are not covered in your subscription:

  • Code/Scripting training. We do not commit to educate users with PHP/SQL/Javascript/CSS/XHTML skills or elaboration of functions within or outside the product.
  • Modified JomSocial codes. We are not able to debug codes that are unfamiliar to us. In most cases, we will revert to the original code, and check whether the issue persists.
  • Alpha, Beta, RC and outdated releases. We only provide support for current and previous major version of JomSocial.
  • Core and template customizations. Feature request / template modification to suit your unique requirement has to be dealt through third-party developers.
  • Server, system and Joomla setup. We are not responsible in providing and setting up your community server, configuring the system with required libraries and applications, and setting up Joomla CMS on your system.
  • Issues related to external libraries. Some part of JomSocial require FFMPEG (to convert video), Imagick (to process images) and other libraries to function. Issues relating to these libraries have to be rectified through your webhost. 
  • Issues related to external services. Retrieval of outside information and content, not limited to Facebook and video hosting sites, is bound to circumstances outside our control. The availability of such content is ultimately governed by policies and restrictions imposed by the external party.
  • Third party Joomla SEF systems. JomSocial is designed to work flawlessly with native Joomla SEF system. 
  • Installation, configuration, or customization of third-party / non-official JomSocial addons.
  • Template issues due to third-party overrides and Joomla template clashes.
  • Clashes with other extensions and components.
  • Migration from localhost, different servers or websites
  • Integration with other extensions, platforms or non-Joomla systems.

We value feature requests and constructive critiques of existing features highly. For any feature requests, please use our Uservoice area, http://uservoice.jomsocial.com to submit and vote on relevant features. This would allow us to prioritize your requests in an orderly fashion.


Your responsibility

Accessible website. Given a myriad of possible web configuration and server setting, we absolutely require your website to be accessible for us to directly inspect its condition. A temporary super administrator access and FTP information are required to assist us in troubleshooting your site with ease. All information will not be shared with third parties and are stored for future references. From time to time, we will purge this information for additional security.

Joomla is in normal working condition. We expect your Joomla website to be in normal and acceptable working condition prior to acquiring support service. We do not commit in repairing a damaged or misconfigured Joomla website. It is within our means to decline support should the website is in bad operating condition / does not follow regular Joomla standards.

Reproducible issues. Please provide a detailed description and steps required to reproduce your issue. It would allow us to quickly identify the cause and offer you a better, more timely response. Avoid using a vague description such as ‘My photo is missing, please help’. Always elaborate and provide us with screenshots if necessary to help us visualize your issue.

Complete Data Backup. You are required to maintain an up-to-date backup of your web files and database at all times. While we abide a strict operation procedure, we cannot guarantee that modified JomSocial core files or unique customizations will be intact. Please ensure the website has a recent and usable backup. 


Subscription and Support Details

Support is dealt exclusively in English.

Support can be obtained by submitting a ticket at our Support Center, http://support.jomsocial.com.

Official support is provided from Monday to Friday, from 09:00 to 22:00 UTC +8 (Kuala Lumpur, Malaysia).

We guarantee reply within a maximum of two working days for technical issues. Sales & Billing issues will be handled within one working day.

For all valid license holders, we provide ticket-based support for 6-months from the date of purchase. You will also be entitled to 6-months free updates and patches.

We are not obligated to provide support service for expired subscriptions or beyond the subscription end of term as indicated in your Download area. Continuation of support may be obtained by renewing the subscription.

JomSocial is designed and tested for the latest version of Joomla 1.5, Joomla 1.7 and Joomla 2.5, but no guarantee is provided that current version of JomSocial will work on future versions of Joomla.

We however commit on delivering you the best service and product feature and will do our best to ensure that JomSocial is up to date and work as advertised.