Support Policy

All support is provided through the octi Suite support forum powered by OD Help.

Support availability and included features may vary depending on the product and license edition.

We aim to respond to support requests as quickly as possible.

Response times depend on the nature of the request, current workload, and support volume.

Before submitting a request, please review the available documentation and FAQ resources, as many common questions are already answered there.

Support is provided through the octi Suite support forum powered by OD Help.

Our support team assists with the following:

• Installation and setup assistance
• Product configuration and usage questions
• Bug reports and issue investigation
• Compatibility questions related to officially supported environments
• Documentation clarification and guidance
• Feature requests and product feedback

The following are outside the scope of our support:

• Custom development, modifications, or code customizations
• Third-party extensions, components, modules, plugins, or themes
• Server configuration, hosting issues, or PHP/database problems
• General Joomla training, consulting, or tutorials
• Issues caused by modified product code or unsupported configurations
• Website migrations or data transfers
• Security issues caused by third-party software, hosting environments, or server vulnerabilities

For issues outside our scope, we may recommend relevant documentation, community resources, or third-party service providers where appropriate.

We provide support for octi Suite products running on:

• Joomla: Current supported Joomla versions
• PHP: Versions officially supported by the corresponding Joomla release
• Database: MySQL and MariaDB versions supported by Joomla
• Supported Integrations: Versions officially documented as compatible for each product

Note: We do not support outdated or unsupported versions of Joomla, PHP, databases, or third-party integrations. Please update to supported versions before requesting support.

When submitting a bug report, please include:

• Steps to reproduce the issue
• Expected vs. actual behavior
• Your environment (Joomla version, PHP version, browser and product version)
• Screenshots, logs, or error messages where applicable

Security Vulnerabilities: Please report security-related issues through our support forum and clearly mark them as security reports.

Feature Requests: Submit feature requests and product feedback through the support forum. Community feedback helps us prioritize future improvements and roadmap decisions.

Basic Edition

• Lifetime access
• Includes all updates available for the Basic edition
• No renewal required

Professional Edition

• Includes all updates and features available for the Professional edition
• License valid for 1 year from purchase
• Renewal required after expiration

Agency Edition

• Includes all updates and features available for the Agency edition
• License valid for 1 year from purchase
• Renewal required after expiration

License Expiration: After a Professional or Agency license expires, the license becomes inactive and associated premium functionality may no longer be available until the license is renewed.

End of Life: We support actively maintained product releases and supported Joomla versions. Older releases may no longer receive updates or support.

We understand there is a fine line between product support and custom development:

• Product support: Installation, configuration, troubleshooting, and bug reports for supported products
• Custom development or extensive modifications: Not covered by standard support

Requests involving custom development, bespoke features, or project-specific modifications fall outside the scope of standard product support.