What we promise

  • Timely and efficient support (during our office hours)
  • Usage and configuration Guidance
  • Incident Support - Identifying problems in the software (paid user only)
  • Fix critical bugs asap
  • Assistance with issues during installation
  • Upgrade difficulties (max. 4 versions behind only)
  • Regular updates
  • Documentation on general subjects

What we expect from you

  • Active subscription for commercial extensions
  • Provide us the step-by-step to reproduce the issue
  • Write a well written report with descriptive titles
  • Accessible admin credentials for technical issues
  • Latest version of Joobi extensions
  • No help request for customized version of Joobi extensions
  • No setup assistance for 3rd party extensions and problematic servers
  • No Professional Services: Website building, personal product training and configurations

Places You'd Find Answers

Customization Help

We understand that there is a fine line between what is considered to be a support and customization. In general, if a customization requires 2-3 lines of new code, we’ll be glad to assist. However, if your question requires more than that amount of code, you’ll need to contact a developer to assist you.
You can try to post your job requirements at any of a number of technical/programming job listing sites:

  • odesk.com
  • elance.com
  • freelancer.com

Bug Fixing

Just because the system doesn't have the feature you want, doesn't mean its a bug. We only consider a bug that can be reproduced in all your websites and especially in the Joobi.co demo site. We will do our best to fix any defects in our Products as quickly as possible after they are brought to our attention. However to keep things in order, all bug reports are handled base on severity.

  • Critical bugs are generally be fixed during the weekly update
  • Non critical bugs will be scheduled according to a variety of considerations

Delivery

We don’t provide our Support through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.

Tickets System

All support request will be delivered exclusively through the Ticket System. Support requests submitted through any other communication channel will not be addressed.

Community Forum

Find and share ideas with other Joobi users around the world.(not monitored by admin)

Live Chat

Available for presale and license related questions only. No setup and/or other software related problems.

Skype

Skype is only available for Ultimate Plan users (1 hour maximum weekly limit).

Response Times and Priority

Response times are limited to the hours of operation. There is no guarantee of a specific response timeframe. Our actual response times may vary depending on your subscription plan, the volume of tickets receive and we may well take longer to respond to more advanced or technical queries.

Live Chat support is for Pre-sales (pre-order and license) question only. Any troubleshooting assistance will not be honored.
Ticket system is always the efficient way to get help.
# Free Basic & Standard Premium Ultimate
Priority Low Medium High Top
Eligibility 1 site URL 1 site URL 1 site URL 5 site URL
Modes Ticket System & Forum
30 days for Free trial users
Ticket System & Forum Ticket System & Forum Ticket System, Email
& Skype (1 hr weekly)
# of Incidents 10 Tickets 18 Tickets 35 Tickets 60 Tickets
Support is not provided to websites other than the one registered in your account. It's Not transferrable.

Support Eligibility and Application Maintenance

Joobi Support is able to provide premium support to customers with an active subscription only. Each plans has a corresponding number of contracts that you can use to obtain premium support. When you purchase a plan, you will receive an API key that you can use to administer your commercial purchase. The first website you will administer will be the only site eligible for premium support.

Basic / Standard / Premium Plan Ultimate Plan
1 support contract (1 site URL) 5 support contract (5 site URL)
****Only the site listed in your account under My Api is eligible for premium support.

Application maintenance covers access to support and application updates. After the active maintenance period expires, the software will continue to function, but you will no longer be able to obtain support or application updates (including security patches).

Customers are responsible for maintaining and upgrading their own Applications. Joobi Support will provide guidance on how to do this, but we will not be able to provide personal assistance or do the upgrade process for you. If you need our expertise, please refer to the install and upgrade services offering.

  • Support is not provided to websites other than the one administered in your account.
  • Support contract is not transferrable once it is used.
  • Unlimited Application usage is possible and you can obtain updates to all your websites as long as you have an active subscription.