UPDATED: 12/19/2025
GeJay Media aims to provide clear, professional assistance within defined boundaries. This Support Policy outlines what can and cannot be supported, how requests are handled, and the conditions under which paid support is provided.
Scope limitations
Support and assistance are provided only within the context of paid support requests, self-guided learning resources, and general inquiries. The following items fall outside the scope of support:
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Third-party extensions and plugins
- Compatibility with all third-party plugins, extensions, or add-ons cannot be guaranteed. Issues originating from third-party software should be addressed by the respective vendor or developer.
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Advanced or custom development
- Minor guidance or examples may be provided where appropriate. Extensive customization, custom development, or complex modifications fall outside the scope of support and are not provided.
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Hosting, server, or environment issues
- Problems related to hosting providers, server configuration, software stacks, security policies, or infrastructure are outside the scope of support and must be handled by the hosting provider or system administrator.
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Access and security constraints
- Support cannot be provided in environments that restrict access through IP whitelisting, host file modification, VPN-only access, or other methods that alter local system or network configurations.
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Real-time or on-demand assistance
- Real-time support sessions, phone calls, video meetings, or screen-sharing assistance are not provided. All support is handled asynchronously and reviewed before action is taken.
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Limitations of responsibility
- Support is provided based on the information, access, and environment available at the time of review. Responsibility is limited strictly to the specific issue accepted for paid support. GeJay Media is not responsible for problems caused by third-party software, hosting limitations, security restrictions, malware, unsupported configurations, or changes made outside the agreed scope.
Support guarantee
For paid support requests, GeJay Media provides a limited, issue-specific guarantee.
- The guarantee applies only to the specific issue explicitly accepted and scoped before work begins.
- If the accepted issue cannot be resolved due to technical limitations within the agreed scope, the support fee for that request will be fully refunded.
- The guarantee does not apply to issues outside the accepted scope, incomplete or inaccurate information provided by the client, restricted or revoked access, third-party service limitations, hosting or infrastructure constraints, or environmental factors beyond reasonable control.
- Each support request is treated as a single, independent engagement.
Availability and response times
Availability varies based on workload and existing commitments. General response guidelines are as follows and fall within the Pacific Standard Time (PST) time zone.
- Business days: Monday to Friday, with responses typically provided within one business day.
- Weekends: Limited availability; responses may take up to two business days.
- Holidays: Response times may be extended during public holidays or planned downtime.
For paid, hands-on support, requests must be submitted through the Support Request process and are subject to review, scope definition, and payment before work begins.