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Joobi Support Offerings

Hours of Operation
Delivery
Response Times and Priority
Support Eligibility and Application Maintenance
What We Support
Bug Fixing
Customization Help

Hours of Operation

Our general support hours are Monday to Friday, 10:00 to 17:00 (GMT-4 timezone). Please note that most of them are handled within 24 hours, but sometimes (in very rare and complicated case) you will have to wait 2-3 business days for our response.

Livechat (Pre-sales & License Inquiry): Monday to Friday, 10:00 to 15:00 (GMT -4 timezone)

Support hours of operation exclude all following days:

  • New Years Eve
  • Christmas (24th & 25th)
  • Good Friday (the Friday before Easter)

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.

  • 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.

Ultimate and Premium Plan users are always the first in line for support and get priority help.

Support Plan Features
Free Basic / Standard Premium / Ultimate
Priority Low Medium High
Support Contracts 1 website URL (30 days) 1 website URL support 1 /  5 website URL support
Ticket Support      
Livechat Pre-sales only Pre-sales only Pre-sales only
Community Forum Interact with other Joobi users Interact with other Joobi users Interact with other Joobi users

Friendly Reminder:

  • Write descriptive titles of your problems.
  • Work out the steps it takes to create the bug and write them down as accurately as you can.
  • Make sure to assign your ticket to a correct category to speed up the ticket response and to avoid misinformation.
  • Don't create duplicate tickets. Ticket duplication will likely make your ticket less prioritized.
  • Do not send us ten issue in a single bug report.

 

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 Ultimate
1 Contract ( 1 website URL) 5 Contracts (5 Website URL's)

****The site listed below in your account under My Api is the only site we provide premium support.my-api-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.

What we support

  • Paid Users

Premium Support will be provided to Joobi customers with an active subscription plan and a valid support contract.

  • Free Users

We have always provided timely and efficient and free customer support. But it is clear that some people abuse this service. Remember, we do our best to help! So, please, do not threaten our agents if we are not able to provide your request.

 

Support Includes 

Support Does Not Include 

  • Assistance with issues during installation

Install help is only given if your website meets the software minimum requirements.

  • Assistance with issues during upgrade (4 months behind only from the current version)

Upgrade assistance is given to users with an active subscription and a valid support contract. However if your version is older than 4 months, we cannot provide any upgrade assistance. It is your responsibility to keep an u-to-date version of the software.

  • Reproducible Bugs

Problems that can be recreated in a known environments and in Joobi DEMO site. Refer to the Bug Fixing Policy for more information.

  • Configuration Guidance

Technical difficulties guidance with product features promoted on our website by providing you helpful links from our help documentation, vide tutorials and FAQ's.

  • Customers without an active subscription
  • Customized versions of Joobi products (original product code has been modified)
  • Incompatibility with other extensions
  • Custom design requests related to the look and feel of your template. You will need to hire a freelancer if you are unable to implement the desired changes yourself
  • Joomla template clashes due to third party overrides, we recommend to contact the template developer
  • Troubleshooting assistance for any Joobi Products that has been integrated using a 3rd party component or plugin
  • Complex indivual server-side issues
  • Rebuilding your website
  • We do not give general Joomla support. Use the Joomla.org forums for general WordPress support.
  • Migration issues from localhost to production site

 

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.

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 Issues

  • Your website is down due to Joobi software malfunction
  • Fatal Errors caused by any Joobi software

Other smaller defects which is not mention above are less critical issues and the fix will be provided only in the product scheduled updates.

*Please note that any issues caused by your irresponsibility are not bugs such as - forgot to backup before updating, unable to update due to old versions...

Customization Help

The Joobi support team can not support issues related to designing and developing a custom store. For these matter, you will need to work with a website designer or developer.

You can try to post your job requirements at any of a number of technical/programming job listing sites:
odesk.com
freelancer.com
elance.com
joomlancers.com

Joobi reserves the right to change or modify it's current Support Policy with no prior notice. If we decide to change our Support Policy, we will post those changes on this page, and/or update the modification date below.

Revised on 24th January, 2014

Things people say about us

  • We needed a cutting edge multi-vendor solution to drive our marketplace and work seamlessly with jomsocial. We tried many options but jmarket pro was by far the best we've found. So good in fact that we ended up buying the fully integrated package.

    Paul—Founder/CEO

  • The experience with Joobi has been phenomenal. Their applications saved me countless hours of editing and configuration and the tech support was within minutes of assisting me with the application! Unbelievably Reliable and Always Recommended A+

    Hao Ly—Chief Operations Officer

  • http://www.ndigallery.com
  • http://magnoliamiracle.com