This support policy is to provide information about what you can or cannot expect from Joobilant support. We provide all kinds of support for our customers who purchased our extensions.
Support channel
Joobilant Business & IT Solutions provides support through [email protected] or the contact form at http://www.joobilant.com. You can directly contact us using the email address. We don’t provide any support using social media channels like Twitter, LinkedIn, Facebook, etc.
Support hours
Our Support is available from Monday to Friday, between 9:00 AM and 5:00 PM (IST) (GMT +5:30) in India. Our team will respond within 8 business hours.
Support coverage
We provide support to all customers who have purchased our extensions at Joobilant, through our website https://www.joobilant.com/. We address Any queries regarding how to install, set up, use, bug fix the extension, payment inquiries, and refund requests.
Support Coverage Exclusions
Though we sincerely try to assist our customers resolve issues related to our extensions, in some cases, we are unable to provide any support which includes:
- Issues related to other plugins or themes that Joobilant does not develop.
- In case of technical coding, defects, damage, or hosting issues not caused by Joobilant.
- Support for the Joobilant extensions that have been purchased from sources other than http://joobilant.com
Support terms
- Under the terms of support, we must be granted a screen recording or screenshot of the issue or the concern, in which our product was installed.
- If the provided materials alone are insufficient to understand the problem we may need access to your website to effectively resolve the issue. When requested, please provide us with administrative access to the website or FTP access to the location where our product is installed.
- If a customer restricts access to the website where our product is installed, we will be unable to provide support. Consequently, any claims that the product is “not working” will be deemed invalid.
- We didn’t store or share any confidential data that you have shared with us. Such information will be permanently destroyed when its intended purpose is fulfilled.
- If the client’s website experiences technical coding issues, defects, damage, or hosting problems that are not caused by Joobilant, we may be unable to offer support or repair the client’s website.