Semakin extensions run on e-shops and websites that have to work every day. Support is therefore part of what we sell — before you buy and after. Here is where to reach us and what to expect from support.
Pre-sales support
Not sure whether an extension fits your version of Joomla or VirtueMart? Want to know exactly what it does before you buy it? Ask before you spend the money. We answer pre-sales questions whether or not you end up buying, and you need neither an account nor registration for that.
What we can advise on before you buy
- Compatibility with your version of Joomla, VirtueMart and PHP
- Whether the extension solves exactly what you need
- Differences between variants and the scope of the licence
- What the licence covers and what is already extra work
How to reach us
Write to us through the contact form. Tell us which versions of Joomla and VirtueMart you run and what you want to achieve — it saves one round of questions.
Support for customers
Customer support runs in our own ticket system, right here on this website. Every question has its own thread with history, attachments and a status, so nothing gets lost in an inbox and it is clear where the solution stands. The context of your licence is attached to the ticket automatically, so you do not have to prove what you bought and where.
The portal is available after signing in — if you arrive signed out, the site sends you to the login page first and then brings you back. We also notify you by e-mail about every reply.
1. Open a ticket
Pick the extension, describe the problem and attach whatever helps: a screenshot, an error message, a log.
2. We work on it
We reply straight into the thread. We can see your licence, your domain and the versions you gave us.
3. The history stays
A solved ticket is closed, but it stays in your overview together with the whole conversation.
Rules that keep it quick
- One question, one ticket. Two unrelated things in a single thread are harder to track and one of them always gets lost.
- Tell us the environment up front. Domain, versions of Joomla, PHP and VirtueMart, the version of the extension and the steps that trigger the problem.
- Attachments — up to 3 files per post, 5 MB each. An image, a text log, a PDF or a ZIP.
- At most 5 new tickets per 24 hours. Protection against bots, an ordinary customer will not notice it.
- We reply on working days. We do not promise guaranteed response times (SLA) — and what we do not promise, we cannot break either.
- A closed ticket cannot be added to. Open a follow-up as a new one, a link to the original is enough.
- Do not reply to e-mails from the ticket system. Replies are processed only in the portal, the e-mail is just a notification.
What the licence covers and what it does not
Covered by the licence
- Questions about the features and settings of our extensions
- Help finding the cause when an extension does not behave as documented
- Fixing a bug in an extension by releasing an update
- For as long as your update period is valid
Extra work, charged separately
- Work directly on your website — installation, configuration, template changes
- Custom modifications of an extension and new features
- Migrations, performance tuning and rescue work on a compromised site
- Support for extensions and websites that are not ours
Where the line runs, we say before we start — not when the invoice arrives. If a question turns out to be extra work, you get an estimate of the scope and decide for yourself. For larger jobs we have a separate service: malware removal and website reconstruction.
Manuals
We write detailed manuals for our extensions: installation, step-by-step configuration, a description of every option and fixes for the usual problems. A manual often answers the question faster than we can reply to a ticket — and the manuals are freely available, even before you buy an extension.