Answered by the people who wrote it

One-to-one support on Quix, our templates and our extensions.

Every ticket is read by someone on the team that ships the product. That is why the reply tends to be the fix rather than a request for more information — and why we can tell you when the problem is not ours.

See what's covered

In a hurry? The chat bubble in the corner of this page reaches the same team — good for a quick question or for working out whether what you are seeing is a bug.

Using the free edition? You are covered too — product support is not a paid tier.

24h: Maximum reply time on a technical issue
12h: Maximum reply time on sales and billing
Live chat: Staffed Mon–Fri, 10:00–18:00 GMT+6
1:1: Answered by a person, not a macro

The things we can actually fix

Support runs on our own code. Inside that boundary we will go a long way; outside it we would only be guessing, and a guess dressed as an answer costs you more time than a straight no.

Installation

Getting Quix, a template or an extension installed and running on your Joomla site, including when the install is the thing going wrong.

Features and configuration

How a feature is meant to work, which setting does what, and why the thing you configured is not behaving the way you expected.

Bugs, with patches

A reproducible bug in our code gets a patch wherever one is possible, rather than a note saying it has been added to a list.

Small style changes

The minor CSS adjustments that come up on every build — spacing, a colour, a breakpoint that needs nudging.

And what it doesn't

None of this is a door closing. Most of it is work our own team takes on under Services — it is just not what a support ticket is for.

Learning to code: We do not teach PHP, SQL, JavaScript or CSS, or explain functions outside our own products.
Modified code: Once a template or extension has been changed, we may not be able to debug what it has become.
New features and heavy customisation: Feature requests and extensive modification to fit one brief are development work, not a support ticket.
Server and Joomla setup: Provisioning a server, configuring libraries, or installing Joomla itself sits outside what we cover.
Third-party extensions: A fault in someone else’s extension belongs with whoever wrote it. We will tell you when that is what we are seeing.

Four things that turn four days into one reply

Nearly every slow ticket is slow for the same reason: the first reply has to ask for something. Send these and it usually does not have to.

The email you bought with

Your original ThemeXpert account email, so the ticket matches a licence without a round trip asking for it.

The URL it happens on

The specific page showing the problem, not the site root. If it is in the admin, say which screen.

What you expected instead

What you did, what happened, and what you thought would happen. A screenshot or a log file is worth several paragraphs.

Access, if it is a conflict

Server and script conflicts usually need admin access to debug. Sending it up front saves a day.

Scope

Registered domains: Support covers the domains registered against your licence.
English: Tickets are handled in English.
Live chat and tickets: Live chat sits in the corner of every page on this site — use it for the quick question, and for working out whether something is a bug before you write it up. Anything that needs a licence checked, a file looked at or a second person on it moves to a ticket, because a written trail is what lets someone else pick a problem up without you repeating yourself. We do not run support over Skype.
While your licence is active: An annual licence carries a year of updates and support; a lifetime licence carries both for as long as the product exists. When a licence lapses the software keeps working — you simply stop receiving updates and support until it is renewed.

Open a ticket

Send us the four things above and we will pick it up inside a day — twelve hours if it is about billing.

Prefer your own mail client?support@themexpert.com

Looking for how something works rather than reporting a fault? The blog covers most of it, and Services handles the work that sits outside support.