Support Policy

Last updated: October 10, 2026

1. Introduction

This Support Policy explains the support available for GeJay Media Joomla templates, customer accounts, and website-related services.

GeJay Media is designed around well-documented, maintainable Joomla products. Our goal is to provide clear documentation and self-help resources so that customers can solve common questions independently, while providing direct product support to customers who have an active paid support entitlement.

Support availability depends on whether you are using a free product, have an active paid product support entitlement, or require assistance with the GeJay Media website or your customer account.

This Support Policy forms part of the terms applicable to GeJay Media products and should be read together with the Terms of Use, Licensing Policy, Refund Policy, and any product-specific terms that apply to your purchase.

2. Types of Support

GeJay Media distinguishes between the following types of assistance:

Paid product support: ticket-based direct support for individually purchased paid GeJay Media templates during the applicable support period.
Free product self-help: documentation, FAQs, tutorials, and other published resources for free GeJay Media templates and products. Individual support tickets are not included with free products.
Website and account assistance: assistance with problems involving the GeJay Media website, customer accounts, login access, purchases or access to products and account features.

3. Support Included with Paid Templates

Direct product support is included with eligible individually purchased paid GeJay Media templates during the applicable support period.

Customers who purchase an individual paid template receive ticket-based support for that template during the support period included with their purchase.

Product support generally includes reasonable assistance with:

installing and activating the supported GeJay Media template;
using documented template features and settings;
understanding template configuration options;
identifying whether unexpected behaviour originates from the GeJay Media template;
confirmed defects in GeJay Media code;
compatibility with Joomla versions or technical environments that GeJay Media currently identifies as supported;
accessing documentation, updates, and downloads included with the customer's purchase; and
other questions directly related to the normal operation of the supported GeJay Media template.

Support is intended to help customers install, configure, and use GeJay Media templates as designed and documented. Support does not include customization, custom development, general Joomla administration, website development, or work on third-party products or services.

4. Support Period and Eligibility

Support for an individually purchased paid template is available during the support period included with that purchase, provided the support entitlement remains active.

The applicable support period and the template update benefit will be described on the product, pricing, licensing, or checkout page.

When the support or membership period associated with an individual template purchase expires, direct ticket-based product support and member-only downloads may end. A qualifying update entitlement continues for the supported life of the purchased template, subject to the Licensing Policy and any applicable termination or revocation provisions. Expiration does not disable an installed template.

Renewal or a new qualifying purchase may restore support and member-only download benefits under the terms offered at that time. Renewal is not required merely to continue qualifying template updates during the template’s supported life.

Support applies only to eligible GeJay Media products. Purchasing a template does not include customization services or create an entitlement to custom development.

5. Support for Free Templates

Free GeJay Media templates and other free products are provided on a self-help basis.

GeJay Media may provide resources such as:

product documentation;
frequently asked questions;
installation instructions;
configuration guides;
pre-written troubleshooting articles;
Joomla tutorials; and
other published learning resources.

Free products do not include individual product support.

This means that free product users do not receive:

one-on-one template troubleshooting;
personal configuration assistance;
customization advice;
individual code review or debugging;
private technical consultation;
support forums or community support operated by GeJay Media; or
individual feedback or advisory services concerning the free product.

The availability of documentation for a free product does not create an obligation for GeJay Media to provide individual assistance or to answer questions about that product.

GeJay Media may update, replace, expand, or discontinue self-help resources for free products at its discretion.

6. Website and Account Assistance

Website and account assistance is separate from product support and is available where reasonably necessary regardless of whether you use a free or paid GeJay Media product.

You may contact GeJay Media if you experience a problem involving:

accessing the GeJay Media website;
creating or accessing your customer account;
logging in or resetting account credentials;
incorrect or missing account information;
accessing a purchase or download to which your account should be entitled;
a transaction or order appearing incorrectly in your account;
account privacy or anonymization functionality;
website errors affecting registration, checkout, login, account access, or downloads; or
another technical or administrative problem relating directly to the GeJay Media website or your customer account.

Where you are able to access your account and the GeJay Media Support Ticket System, support requests concerning a paid template must be submitted through the ticket system.

The GeJay Media Contact page is not a product support channel. It may be used for website or account-access problems where an issue prevents you from logging in, accessing the support system, or otherwise obtaining assistance through the normal account-based support process.

Website and account assistance does not extend a free product into a supported product. For example, GeJay Media may assist a free-template user who cannot log in to their GeJay Media account but will not provide individual troubleshooting, configuration assistance, or customization for the free template itself.

7. Third-Party Joomla Extensions

GeJay Media cannot guarantee compatibility with every third-party Joomla extension, plugin, module, component, template modification, or other add-on.

Where an issue appears to originate from third-party software, you may be asked to contact the developer or vendor responsible for that software.

GeJay Media may investigate a potential compatibility issue where there is reasonable evidence that a supported GeJay Media product is involved, but this does not create an obligation to modify the product to support every third-party extension.

Compatibility explicitly advertised by GeJay Media for a particular third-party product will be supported according to the applicable product information.

8. Customization and Custom Development

Product support does not include custom development or customization services.

Examples of work outside normal support include:

creating custom layouts or designs;
writing custom CSS, JavaScript, PHP, or other code for an individual website;
modifying template functionality for a customer's unique requirements;
developing custom Joomla extensions;
integrating unsupported third-party software;
rebuilding or redesigning a customer's website;
performing extensive content or layout configuration; and
implementing functionality that is not included in the purchased product.

GeJay Media may provide a brief explanation or point to relevant documentation where appropriate, but support does not include performing custom development on the customer's behalf.

9. Joomla and General Website Support

GeJay Media product support is not a substitute for general Joomla administration, training, or consulting.

Questions concerning Joomla itself should normally be resolved through Joomla documentation, community resources, your website administrator, or another appropriate source unless the question is directly related to the operation of a supported GeJay Media product.

Similarly, GeJay Media does not provide general support for unrelated website code, extensions, services, content-management issues, or development work merely because a GeJay Media template is installed on the same website.

10. Hosting, Servers, and Technical Environments

Hosting providers, domain services, DNS, email systems, servers, databases, PHP configuration, security software, content-delivery networks, and other infrastructure are generally outside the scope of GeJay Media product support.

If an issue originates from the customer's hosting environment, server configuration, network, or other infrastructure, the customer may need to contact the appropriate hosting provider or system administrator.

GeJay Media may identify a probable environmental cause where reasonably possible but is not responsible for configuring, repairing, or administering third-party infrastructure.

11. Supported Software and Environments

Support applies to Joomla versions, PHP versions, browsers, and other technical environments that GeJay Media currently identifies as supported for the applicable product.

Support may not be available for:

end-of-life or unsupported Joomla versions;
unsupported PHP versions;
obsolete browsers;
modified or corrupted GeJay Media product files;
unsupported server environments;
products that have not been updated where an available GeJay Media update reasonably addresses the issue; or
configurations that fall outside published product requirements.

Customers may be asked to update Joomla, the GeJay Media product, PHP, or another relevant dependency before an issue can reasonably be investigated.

12. Modified Product Files

Customers may modify GeJay Media products where permitted by the applicable license. However, GeJay Media cannot guarantee support for problems caused by customer modifications.

If customized product files are involved in a reported issue, you may be asked to reproduce the issue using an unmodified current version of the GeJay Media product.

GeJay Media is responsible for supporting its own distributed code, not custom code or modifications created by the customer or a third party.

13. Information Required for Support

To investigate a support request, GeJay Media may ask for information reasonably necessary to understand the issue.

This may include:

the name and version of the GeJay Media product;
the Joomla version;
the PHP version;
a description of the problem;
steps required to reproduce the issue;
relevant error messages;
screenshots where useful;
information about installed extensions or relevant configuration; and
other technical details reasonably related to the reported problem.

Providing complete and accurate information helps GeJay Media diagnose support requests efficiently.

14. Website Access and Credentials

Many support issues can be resolved without access to a customer's website.

If access is reasonably necessary to investigate an eligible support issue, GeJay Media will request only the access reasonably required for that purpose.

Customers should not send passwords or other sensitive credentials through ordinary contact forms or unsolicited email. If access is required, appropriate instructions for providing it will be given as part of the support process.

Customers are encouraged to create temporary credentials with the minimum permissions reasonably necessary and to remove or disable those credentials after the support request has been completed.

15. Backups and Customer Responsibility

Customers are responsible for maintaining appropriate backups of their websites, files, databases, and configurations.

Before installing updates, modifying software, testing suggested changes, or providing administrative access for troubleshooting, customers should ensure that a current and usable backup exists.

GeJay Media is not a website backup or disaster-recovery service.

16. Response Times

Support is generally handled Monday through Friday based on Pacific Time (PT), excluding Canadian and British Columbia public holidays and other announced periods of limited availability.

GeJay Media aims to respond to eligible support requests within two business days. Many requests may receive a response sooner.

This is a response target rather than a guaranteed resolution time. The time required to resolve an issue depends on factors such as complexity, the information provided, the ability to reproduce the problem, third-party dependencies, and whether additional investigation is required.

Responses may take longer during unusually busy periods, product launches, major Joomla releases, public holidays, illness, emergencies, or other circumstances affecting availability.

17. Ticket-Based Support

Direct product support is provided through the GeJay Media Support Ticket System.

Customers with an eligible paid template with an active support entitlement should submit product support requests through the ticket system while logged into their GeJay Media account.

Each ticket should address a specific issue or a closely related set of issues. Keeping unrelated questions in separate tickets helps GeJay Media investigate, track, and resolve support requests efficiently.

Support is provided asynchronously through the ticket system. Unless GeJay Media expressly offers otherwise for a particular service, standard product support does not include:

telephone support;
support through the general Contact page;
direct email support outside the ticket system;
video meetings;
live chat troubleshooting;
screen-sharing sessions;
scheduled real-time technical sessions; or
on-demand or emergency response.

Replies and additional information relating to an existing support issue should be added to the applicable ticket rather than submitted through another communication channel.

Submitting duplicate tickets or contacting GeJay Media through multiple channels for the same issue does not increase the priority of a request and may make the support process less efficient.

18. Bug Reports and Product Defects

If an issue is confirmed to result from a defect in a currently supported GeJay Media product, GeJay Media will determine an appropriate solution.

Depending on the nature and severity of the defect, the solution may include:

instructions for resolving or avoiding the issue;
a temporary workaround;
a corrected product file;
an update to the product; or
a fix included in a future maintenance release.

Not every reported issue requires an immediate product release. GeJay Media may prioritize fixes based on severity, customer impact, security, compatibility, and the practical requirements of maintaining the product.

19. Feature Requests

Suggestions for paid GeJay Media products may be considered at GeJay Media's discretion, but submitting an idea or request does not create an obligation to implement it.

Product development decisions are based on factors such as usefulness to the broader customer base, compatibility with the product's intended purpose, maintainability, Joomla capabilities, development requirements, and long-term product strategy.

Individual product support should not be used as a request for substantial custom functionality.

20. Security Issues

If you believe you have discovered a security issue affecting the GeJay Media website or a GeJay Media product, please contact GeJay Media promptly through the Contact page and provide enough information for the issue to be reviewed.

Please do not publicly disclose potentially exploitable details before GeJay Media has had a reasonable opportunity to investigate the issue.

21. Abusive or Inappropriate Conduct

GeJay Media aims to provide professional and respectful support and expects the same standard from customers.

Support may be limited, suspended, or refused where communications involve threats, harassment, deliberate abuse, repeated misuse of support services, fraudulent activity, attempts to obtain services outside an applicable entitlement, or other conduct that materially interferes with the support process.

Legitimate criticism, disagreement, or frustration about a technical issue will not by itself result in support being refused.

22. Changes to Support

GeJay Media may improve or modify its support procedures, channels, documentation, and response targets as the business and product catalogue develop.

Changes to general support procedures do not remove support rights already included with an active paid support entitlement where those rights cannot properly be changed under the applicable purchase terms or law.

23. Requesting Support

Customers with an eligible paid template with an active support entitlement must submit product support requests through the GeJay Media Support Ticket System.

Before opening a ticket, customers are encouraged to review the applicable documentation, FAQs, tutorials, and troubleshooting resources, as the answer may already be available.

When submitting a ticket, please provide sufficient information to identify and reproduce the problem, including the relevant GeJay Media template, Joomla version, a clear description of the issue, and any other technical information reasonably necessary for investigation.

The general Contact page is not used for template support. It may be used for general inquiries or for problems involving the GeJay Media website or your customer account, particularly where a login or website problem prevents access to the normal support system.

Free templates do not include access to individual product support. Users of free templates should use the documentation, FAQs, tutorials, and other self-help resources provided by GeJay Media.