We offer 2 kinds of support for our customers. One is the General Support, and the other is Priority Support. General Support is usually an issue that is relevant to all customers. Priority Support is usually an issue that is unique to a customer or to a certain group of customers. 

How Do Customers Ask for Priority Support?

Customers can’t directly ask for priority support. We determine if an issue deserves a priority support. When a customer encounters and issue, it should be posted in the MagicThemes Forums first. We will evaluate every issue and see which one needs general support or priority support.

An Issue Deserves Priority Support if…

• The Issue is unique to the customer’s server
• A promised template feature does not work on the customer’s site

An Issue Deserves General Support if…

• The Issue affects all users of a particular template
• An issue is caused by a server configuration that is widely used
• A new maintenance release of Joomla caused the issue
• A new version of supported extensions caused the issue

We do not give Priority Support in these conditions

• An old version of Joomla is being used
• An old version of the supported extensions are being used
• Site is hosted using PHP below 5.2.0
• The issue is caused by conflicts with unsupported extensions.
• The issue only occurs on old browsers. Old browsers are those that were released more than 3 years ago. 
• The issue only occurs when a certain security software is installed

In case an issue deserves Priority Support we may need to ask for login details for the Joomla site and the server. We have skilled and experienced engineers to figure out what’s causing the problem. We have allotted an hour to fix any issue. If the issue persists, the user will have the option to ask for a refund. 

Remember, if you need help, just post it in the Forums.