Support Policy

Basic information

  • We provide support either in English or Czech language. If you are not a native speaker of neither of these languages it's your responsibility to make sure that your request for support is well written in decent English and doesn't leave our support staff guessing.
  • Support to paid W7 Extensions products is only provided to users with paid and active subscriptions.
  • Paid W7 Extensions products support tickets have higher priority than our free products.
  • Users must use our Support Tickets form to request help from our support team. Messages using other channels may be ignored.

Support includes...

  • Help with functionality of our products, which is not specified in our documentation.
  • Issues relating to a broken W7 Extensions product functionality.
  • Functionality of W7 Extensions products which does not work as advertised in the product’s description.

It is our duty to fix any product’s bugs as quickly as possible after they are brought to our attention. 

If you require help that is not within the scope of this Support Policy, such as on how to use default Joomla! system functionality itself, then we will most likely redirect you to external articles or support forums on Joomla.org. We can’t give general Joomla system support that isn’t directly related to our extensions. For Joomla system support please refer to its documentation, books, watch online video tutorials or ask your question at forum.joomla.org

Not covered by our support...

  • Troubleshooting issues directly related to Joomla's core.
  • Failure or damage caused by improper installation, improper or abnormal use.
  • Software damage caused by hacker(s) attacks
  • Server problems and PHP settings related.
  • Products purchased from anyone other than W7 Extensions.
  • Compatibility problems with 3rd party components/modules/plugins/scripts.
  • If you are unable to provide us with your offending website URL address and access to its Joomla back-end.
  • Any errors relating to the product’s code (PHP and/or javascript) customization.
  • Any broken styling as a result of template, component, module, or plugin customization.
  • Customizations of 3rd party components/modules/plugins unless otherwise explicitly stated in the item description or documentation.
  • We are no longer troubleshooting issues with IE (Internet Explorer).
  • Teaching CSS, javascript, PHP, and how to use Joomla!.
  • Migration process, from the old site, third party template, and from Wordpress.
  • Installation or removal of third-party components, plugins or modules.

All requests within the scope of the list above will be most likely ignored. Having paid and active subscription does not matter at these cases.