Support Policy

15 October 2019

Balbooa.com provides technical support services only to customers with an active subscription. To receive technical support, the site should have an active license. Support focus on topics like installation, configuration, usage and bug fixes.

1. Support Hours

Support hours are generally Monday - Friday, 9:00am to 5:00pm GMT+2. Please note that our team usually does not work weekends and most holidays.

During this time, we can generally provide feedback on any support request within 12 to 24 hours. But note, that depending on the issue complexity and our workload it can take up to a few days.

2. Support Channels

We provide support for Balbooa products only through our support forums and documentation.

Technical Support we provide through our public support forums;
Presale, Billing or Account questions we provide through our contact form.

3. Language Support Policy

Technical support for Balbooa products is delivered primarily in English, Balbooa.com continues to expand support capabilities in local languages.

Technical support in the local language is available for the next countries: Russian, Ukrainian.

4. What's Included in Extension Support

Bug fixes related to the installation and usage;
Questions related to the installation and usage.

5. What's Not Included in Extension Support

Adding / Modifying / Deleting functionality (code) for your specific needs;
Integration of 3rd-party extensions and services;
Support for 3rd-party extensions and services;
General questions related to the website development, configuration, optimization and managing;
General Joomla questions related to installation, configuration, optimization and managing;
Questions related to your web hosting or server environment.

6. Before Asking Questions

Read the product(s) documentation before asking any question. The documentation covers the most important steps required to install the product as advertised. Most of the questions can be answered by simply re-reading the documentation.

7. General Joomla! Support

You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS. We don't help to install Joomla! or teach you Joomla basics such as “what is article and categories”. Therefore for general support for Joomla!, please visit the joomla.org support forums.

8. Support Policy

By using our site, you consent to our website's support policy. If you do not accept this support policy please do not use this site. We reserve the right to make changes to this policy at any time, in which instance such changes will be reflected on this page. It is the responsibility of the site visitor to review the current support policy on the date of site engagement.

Last Updated: October 15, 2019