Support is provided only to customers with valid, active licenses. Free licenses receive community support through GitHub Issues and documentation only.

Free License

• Email Support: Community only
• Response Time: Best effort
• Priority: Low

Pro License

• Email Support: ✓ Yes
• Response Time: 24h (business days)
• Priority: Normal

Agency License

• Email Support: ✓ Priority Support
• Response Time: 12h (business days)
• Priority: High

We aim to respond to all support requests promptly:

• Critical issues (security vulnerabilities, data loss risks): 12-24h
• High priority (major bugs, broken functionality): 24-48h for Pro, 12-24h for Agency
• Normal issues (minor bugs, configuration questions): 48-72h for Pro, 24-48h for Agency
• Feature requests & general questions: 3-5 days

Support Availability: We monitor support requests regularly throughout the week. Most support is provided Monday - Friday during CET business hours, though response times may vary.

Please note: As a small team, response times may be affected during holidays, peak periods, or unforeseen circumstances. We appreciate your patience and understanding.

Our support team assists with the following:

• Installation and initial setup of octi Suite products
• Bug reports and fixes for our products
• Compatibility issues with officially supported Joomla and Helix Ultimate versions
• Feature questions and configuration guidance
• Documentation clarification

The following are outside the scope of our support:

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

For issues outside our scope, we may point you to relevant external resources.

We provide support for octi Suite products running on:

• Joomla: Latest stable version (currently 6.x) and one previous major version
• Helix Ultimate: Latest stable version (currently 2.2.x)
• PHP: Versions officially supported by Joomla (8.3+)

Note: We do not support outdated or unsupported versions of Joomla, PHP, or Helix Ultimate. Please update to the latest stable versions before requesting support.

When reporting bugs via GitHub Issues, please include:

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

Security Vulnerabilities: Please report security issues privately via support@octi-design.at instead of GitHub. We take security seriously and will respond promptly.

Feature Requests: Submit suggestions via GitHub Discussions. Popular requests may be prioritized based on community feedback.

Free License

• All updates included: Bug fixes, minor updates, and major updates
• Lifetime access: Updates available indefinitely at no cost
• No time limit: Continue receiving updates even after years

Pro & Agency License

• Updates included: All bug fixes, minor updates, and major updates during your active license period
• License duration: 1 year from purchase date
• Renewal: After 1 year, license renewal required to continue receiving updates (discounted renewal pricing available)

End of Life: We support the current major version and one previous major version. Older versions may no longer receive updates or support.

We understand there's a fine line between support and custom development:

• Small tweaks (a few lines of CSS/JS): We may assist if time permits
• Custom features or extensive modifications: Not covered by support

For custom development needs, please contact us at suite@octi-design.at for a separate quote.

Before contacting support:

• Check our FAQ and documentation
• Search existing GitHub Issues for similar problems
• Ensure you're using the latest version of octi Suite
• Test with default Joomla/Helix settings to rule out conflicts

When contacting support:

• Provide your license key and product version
• Clearly describe the issue with steps to reproduce
• Include relevant screenshots or error messages
• Mention your environment (Joomla, PHP, browser versions)

Need Help?

Support Email: support@octi-design.at

General Inquiries: suite@octi-design.at

We're here to help you succeed with octi Suite!