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Support policy

Support is defined as after-sales service provided by MyJoom in solving software conflicts and usability problems, and in supplying updates and patches for bugs and security holes in the program.

Support Fees and Eligibility

We only provide support to our subscribers through our site's Support section. We will not provide support by any other means including, but not limited to, email, regular mail, telephone, Twitter, Facebook, Skype and so on. If you wish to receive support without using our site's Support section or demand that you be given a full discount in violation of our refund policy we reserve the right to request to be paid according to our regular consultancy rates. Our regular consultancy rates are 75 Euros per hour (plus VAT, where applicable), minimum charge one hour. In case of on-premises support a specific arrangement has to made.

Support is offered at no additional cost for subscribers, depending on the subscription type. The subscription limits the support to the domain(s) specified in your subscription. You are eligible for support only if you direct your inquiries to MyJoom by completing the "New ticket" form. Any follow-ups and replies are between MyJoom and the subscriber will not be shared with 3rd parties unless required by law. You are solely responsible for the information you provide in the above mentioned form.

Any other means of communication are not endorsed unless expressly implied.

In particular cases, MyJoom requires access to your Joomla! Administration section or to any other website-related administration sections (including but not limited to: your FTP account, your MySQL database, your hosting control panel) in order to resolve your support inquiry. All information you provide will not be shared with 3rd parties and will only be stored by MyJoom for future references.

As such, we will require direct access to your Joomla! website (your website must be publicly reachable) in order to debug and perform any tests that we deem relevant for determining the malfunctioning of our extensions on your installation. If you cannot meet these requirements, we are not bound to provide support as we cannot determine the cause of your issues.

Your subscription will be immediately activated after we have successfully received your payment. Although payments are usually done instantly or in the following minutes, our payment processor might not accept your payment, in which case MyJoom is not held responsible. 

Support Limitation

Support is offered in English and in French ONLY.

Support is limited to:

  • Help and advice regarding our subscriptions and services;
  • Help regarding usage of our web site's services and features;
  • Help regarding usage of our products;
  • Non-documented issues, tips and tricks regarding our software.
  • Minor changes and alterations to our products in order to work on your Joomla! installation; please note that we reserve the right to refuse any or all modifications of our software;

Support does not include:

  • PHP or any other server-side programming language training; if you wish to modify our products, you are free to do so under the GNU/GPL license. We do not commit to train you or explain any PHP related issues;
  • SQL or any other database language training; if you wish to modify our products, you are free to do so under the GNU/GPL license. We do not commit to train you or explain any SQL related issues;
  • Javascript or any other client-side programming language training; if you wish to modify our products, you are free to do so under the GNU/GPL license. We do not commit to train you or explain any Javascript related issues;
  • CSS and XHTML training; if you wish to modify our products, you are free to do so under the GNU/GPL license. We do not commit to train you or explain any CSS or XHTML related issues. Browser incompatibilities are Joomla! template related issues. Our products are tested on several browsers and they fully comply to their standards. If you do find any bugs in our products' CSS or XHTML code you are free to report them using any of the above eligible methods of communication;
  • Alteration or modifications of our products or any other products (Joomla! related or unrelated) to meet a certain need.

We do provide however a series of tutorials and tips on achieving certain functionalities with our products, under the support documentation.

We offer no support via email or otherwise for installation, customization, administration of Joomla or any other inquiries not directly related to our products.

Support Period

MyJoom is not obligated to provide support, access to downloads or any other services being offered in the subscription beyond the end of the term indicated by your subscription unless you renew your subscription on or before the expiration date by agreement between MyJoom and you.

The "lifetime" of an MyJoom product is defined by the time in which the product is "active". Products are considered "active" when they are being developed and updated to keep track with the current versions of Joomla!. MyJoom is not obligated to provide support for "end of life" products.

Support is provided during business days. Business days are: Monday to Friday, except for national Holidays.

Use of the Subscription

Although the number of downloads are not limited, subscriptions can not be shared. Sharing or other methods which allow for multiple, simultaneous downloads (and thereby affect the performance of this website) are strictly forbidden and may result in termination of your subscription.

You may not sub-license, assign, or transfer your subscription to anyone else without prior written consent from MyJoom.

You may not claim intellectual or exclusive ownership to any of the products, modified or unmodified. All products are property of MyJoom. The products are provided "as is" without warranty of any kind, either expressed or implied.

In no event shall our juridical person be liable for any damages including, but not limited to, direct, indirect, special, incidental or consequential damages or other losses arising out of the use of or inability to use the products.

Subscription expiration implies the termination of the support, update (membership details and product source code) and other download specific services.

Termination of Service

We reserve the right to terminate your service if the support policy is violated. In the event of the termination of service, you are free to use our products under the grant of the GNU/GPL license but you will not receive support or updates from MyJoom.

We give and expect common courtesy during the application of the support policy. Any foul language will not be tolerated, be it from MyJoom or from the person requesting the service.

Special conditions for Sobi2 products

If you download a Sobi2 plugin your server need to apply the sobi2 resquirements.

Additionally, if you take a support subscription for Sobi2 products you need mandatory provide a Joomla backend access and if needed extplorer installed.

No warranty

Our services are provided as-is, without any warranty whatsoever. Regarding the support services, we can not guarantee the validity or veracity of any provided information or suggestion.

THE SERVICES ARE PROVIDED AS-IS, WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTY OF AVAILABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS TO THE AVAILABILITY, QUALITY AND PERFORMANCE OF OUR SERVICES IS WITH YOU. SHOULD ANY OF OUR SERVICES PROVE INEFFICIENT OR UNSUITABLE, YOU ASSUME THE COST OF ALL NECESSARY ACTIONS TO RECTIFY THE ISSUE.

IN NO EVENT UNLESS REQUIRED BY APPLICABLE LAW MYJOOM, ITS OWNERS, STAFF, ASSOCIATES OR ANYONE AFFILIATED WITH ITS MAINTENANCE, OPERATION OR HOSTING BE LIABLE TO YOU FOR DAMAGES, INCLUDING ANY GENERAL, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE SERVICES (INCLUDING BUT NOT LIMITED TO LOSS OF DATA OR DATA BEING RENDERED INACCURATE OR LOSSES SUSTAINED BY YOU OR THIRD PARTIES OR A FAILURE OF OUR PROGRAMS TO OPERATE WITH ANY OTHER PROGRAMS), EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Should the applicable law hold MyJoom, its owners or any party affiliated with it liable for damages, the maximum amount of damages acknowledged shall be no higher than 5 Euros. Shall any dispute arise between the owners of MyJoom and a third party, the only applicable jurisdiction is the Courts of Law of Monthey, Switzerland, and the only accepted juridic language is french.

If you do not agree with these Terms, you are not allowed to use our services. Moreover, any use of our services implies the unconditional and immediate acceptance of the aforementioned terms, waiving your legal rights to uphold them. Acting in violation of these Terms of Service constitutes a violation of our copyright and abuse of a computer system, both persecutable as felonies.

Product Updates

All of the products are designed for the given version of Joomla!, but we can give no guarantee, that the products will run with future versions of Joomla!.

Subscribers may use any of the endorsed methods of communication to address any issues related to software versions.

During the subscription time, we do not guarantee any new updates nor do we provide any deadlines or development paths for updates. Update deadlines and development paths are for the private use of MyJoom only and will not be released to the public unless otherwise stated.

However, we do commit on providing a good service for our subscribers and we will do our best to ensure that our products are up to date and functional.

Refund policy

MyJoom offers a plethora of means to evaluate our software, demos, free access to our documentation and the ability to ask pre-sales request. Moreover our software is provided with full source code and we need to protect ourselves from fraudulent users who subscribe only long enough to download our software with the sole intent of distributing unauthorised copied. As a result we follow a very strict refund policy. Unlike physical goods, electronically distributed software and software licenses can be easily duplicated. Once we have distributed a release version to the customer, the sale is final, and you may not return the software for a refund or credit. Please be cautious and make sure you know what you are purchasing.

Under no circumstances MyJoom will provide refunds on "your software is not what I need" basis.

Finding a bug in our products is not a reason for a refund. If you do find bugs, please report them so that we can fix them.

In the event of a mistake purchase, please report this to our commercial department using our ticketing system. In order to evaluate our products, please test them on our demo server. If you are uncertain of a specific feature, please ask a presale question or read the product documentation.

MyJoom reserves the right to approve refunds in the following cases ONLY:

  • upgrade to a different license type of the same product within 30 days of the purchase date
  • product purchase error if the product was NOT downloaded

Refunded amount is subjected to the following rules:

  • if the amount is below 25 EUR, 1.95 EUR is retained
  • if the amount is above 25 EUR, 10% of the total amount is retained

For all other issues that don't fall into the categories above, please contact our billing department using our ticketing system.

License

All of our extensions are licensed under GNU/GPL

More information can be found here: http://www.gnu.org/licenses/gpl-2.0.html

Privacy policy

MyJoom is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. This Statement of Privacy applies to the MyJoom.com Web site and governs data collection and usage. By using the MyJoom website, you consent to the data practices described in this statement.

Collection of your Personal Information

MyJoom collects personally identifiable information, such as your e-mail address, name, home or work address or telephone number. MyJoom also collects, trough analysis tools anonymous demographic information, which is not unique to you, such as your ZIP code, age, gender, preferences, interests and favorites.

Please keep in mind that if you directly disclose personally identifiable information or personally sensitive data through MyJoom public message boards, this information may be collected and used by others. Note: MyJoom does not read any of your private online communications.

Use of your Personal Information

MyJoom collects and uses your personal information to operate the MyJoom Web site and deliver the services you have requested. MyJoom also uses your personally identifiable information to inform you of other products or services available from MyJoom and its affiliates. MyJoom may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.

MyJoom does not sell, rent or lease its customer lists to third parties. MyJoom may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information (e-mail, name, address, telephone number) is not transferred to the third party.

MyJoom Web sites will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on MyJoom or the site; (b) protect and defend the rights or property of MyJoom; and, (c) act under exigent circumstances to protect the personal safety of users of MyJoom, or the public.

Actions for content beyond fair use and account termination policy 

If the content you submit to MyJoom is deemed offensive, inappropriate, defamatory, objectionable or in any other way engage in disruptive behavior we reserve the right to use your personal information to stop such behavior.

If MyJoom believes on reasonable grounds that you are in violation of the laws of Switzerland, or the European Union directives, we reserve the right to submit your personal information - including the content itself and any other relevant information about you - to the proper authorities, such as law enforcement, your ISP or school email / ISP.

MyJoom reserves the right to terminate user accounts (free or paid subscribers) when the aforementioned fair use rules are violated. Furthermore, MyJoom reserves the right to terminate user accounts if the user is posting unsolicited messages (spam), engaged in sites or services promoting the unauthorized distribution of proprietary or other distributed for-a-fee software (warez), directly promoting or linking to resources promoting indecent or unlawful actions, or in any other way trying to disrupt or diminish the quality of the services offered by this site. Account termination takes place without prior notice and is considered final. Holders of terminated accounts, if they are paid subscribers, will not be refunded. MyJoom reserves the right to terminate any further user accounts created by the holder of a terminated account, or any other person, business or organization affiliated with or endorsed by the holder of a terminated account.

Zero spam tolerance

As noted above, if you send out an unsolicited message, your account will be terminated without prior notice. One strike and you're out. Moreover, you will feed our anti-spam filter with keywords so that you can't spam us again.

Zero bandits tolerance

If you do as much as imply that you are encouraging people to use illegal or unofficial copies of software your account will be terminated without prior notice, as noted above. Respect the work of others and we'll respect you. If you don't and act as a bandit, you'll be treated as one.

Updates and Changes

The MyJoom Policies may be updated from time to time and are subject to change at MyJoom's discretion. We reserve the right to modify the Support Policy at any point without prior notice. MyJoom encourages you to periodically review this Statement to be informed about changes. All changes are effective immediately.

Even though this Policy is effective for subscribers only, we reserve the right to apply all or any portion of it to non-subscribers.