Hi,
few days ago i purchased a pro version, and i quite helpless.
i dont understand the way that the support work.
1. how long till you answering a Q, it seems that it take 20 hours?
2. after you are answering to a question and it is not solve yet, and i am sending a qeustion at the same topic, do i need to wait again 20 hours?

Amit

Hi, Amit.

JomSocial support is forum based. It means that you (when your subscription is active) has access to support forum and can open threads (tickets) where you describe your issue. Your thread is queued in "No Answer" section till a support staff member review it and post a replay.

Currently we have 3 first line support members and 2 developers that are in second line of support.

We are in different time zones. I'm in +1 GMT other are in +6 GMT, +7 GMT and +8 GMT. We work from Monday to Friday and one support member have weekend shift at Saturday.

So forum based support is not 24 hour instant support. Also some issues need more time to investigate and fix. We reply to threads only if we need additional information or we have a solution.

You can open any number of threads (one for one issue) and they will be taken by one or few support members (independently) - it depends on time of a day.

So you don't have to wait 20 hours but post when you need to.

We MUST respond to posts within 24 hours.