Jomres Support Policy
Tickets support will be provided only to the email address used when purchasing a Jomres Membership.
We offer support for:
- Installation and configuration issues
- How-to use questions
- Bug reports
We don't offer support for:
- Template design or plugin customizations
- Conflicts with other 3rd party components, modules, plugins or templates
- Anything that requires modifications to the core code, such as adding new customized features.
- Modified Jomres core or plugins code
- Server migration
- 3rd party integration
- Any beta or trial release
- Installation on localhost
- Non Jomres core, Jomres plugins related issues
If you require assistance for any of the above, code changes, custom development of plugins and features, please contact our partners and ask for a quote.
We only provide support to our license holders through our site's ticket system. We will not provide support by any other means including, but not limited to, telephone, Twitter, Facebook, Skype etc.
Download and Support licenses should not be considered a guarantee of response time or a Service Level Agreement. The majority of questions can be answered on the same day, however some questions are more difficult to answer and may need to be put on hold until such time as a suitable resolution is found.
We will not provide support for older versions of Jomres. Chances are good that if you've come across a bug, we may have already resolved it in later versions, therefore you should always upgrade Jomres and it's plugins before contacting us. If you request support and we find that your installation is older than the current version, we will upgrade your installation, including plugins, without requesting permission from you. As a result, any customisations you may have made could be lost.
If you request support from us and we discover that the issue is caused by your own customisations, we reserve the right to request to be paid according to our regular consultancy rates.
Our consultancy rates are 100 Euros per hour (plus VAT, where applicable), minimum charge one hour. Invoices will be issued through Paypal to the email address used when raising the ticket.
The quickstart package and the Joomla template are provided for free (as favours) to members only. We do not offer support for the Quickstart package, Joomla/Wordpress CMSs or the Joomla/Wordpress templates/themes. We only provide support for the Jomres Booking Component and core plugins.
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