Support Policy

1. What Support Means

Support is a service provided by us to help you resolve issues related to using the product. During the support period, we are available to answer questions and assist you with issues directly related to the product's built-in features, functionality, and intended use.

2. Support Period

Support is available for a specific period starting from the date of purchase. The available support periods are:

• 6 Months of support
• 12 Months of support

Support must be active (within the chosen period) in order to receive assistance.

3. What Support Include

During the support period, we will:

• Answer questions about how to use product features and functionality
• Provide assistance with reported bugs and issues affecting the product
• Guide you through product configuration or setup issues related to functionality
• Help resolve issues with third-party assets included with the product (e.g., bundled plugins), where legally permitted
• Provide updates to ensure the product continues to work as described and to address security issues
• We encourage you to check the product documentation before submitting a support request, as many common questions are already answered there

4. What Support Does NOT Include

Support does NOT include:

• Installation of the product on your server or CMS (unless you have purchased an installation service separately)
• Customization services to modify the product beyond its built-in functionality
• Help with third-party plugins, software, or hosting/server environment issues
• Fixes for problems caused by modifications made by you or by third parties
• Support related to Content Management System (CMS) fundamentals or tutorials (such as how to use Joomla or WordPress in general)

5. Product Updates

Product updates — including bug fixes, security patches, and compatibility improvements — are provided during the active support period. After the support period expires, updates are no longer guaranteed unless support is extended or renewed.

Updates may also include improvements and new features at our discretion.

6. Support Requests

Support requests must be submitted through our official support channels. To help us assist you as quickly as possible, please include:

• Your purchase details (order number, email used for purchase)
• Your license key (if applicable)
• A detailed description of the issue

We aim to respond to all support requests within 1–2 business days. Response times may vary depending on volume, complexity, and the nature of the request.

7. Support Extensions and Renewals

If your support period has expired or is approaching expiry, you may have the option to extend or renew your support. The availability of support renewal is subject to our continued support offering for the product.

8. Fair Use

We aim to help all customers as best as we can. However, repeated requests on the same topic or requests outside the scope of this policy may be refused if they fall outside reasonable support boundaries.

9. Support for Third-Party Assets

If a product includes third-party assets (such as plugins or extensions), we may help you understand how they work and how they are included in the product. However, we are not responsible for support from the original third-party authors. Where possible, we will direct you to official third-party documentation or support channels.

10. Ending Support

Support ends automatically at the end of the purchased support period. After support ends, you may still contact us to purchase a support renewal, but direct technical assistance will not be available until an active support period is restored.

11. Contact

If you have questions about this Support Policy, please contact us via our official support email:
Email: admin@joomlastars.com