Introduction

This policy sets out what you can expect from Solidshop support — how to reach us, how quickly we reply, which versions and environments are covered, and what falls outside the scope of support. It forms part of our Terms of Service.

Support channels

Channel	Best for	Who can use it
Community forum	Installation help, configuration questions, bug reports and feature requests for the free core, general Joomla or Solidshop queries, peer advice	Everyone
This email address is being protected from spambots. You need JavaScript enabled to view it.	Commercial-extension support, licensing and account questions	Customers with an active commercial Licence, and anyone for account, licensing questions and security vulnerabilities (responsible disclosure)

Community support (free core)

The free Solidshop core is supported by the community at https://www.solidshop.app/support/forum. Core maintainers read and respond on the forum but do not guarantee a specific response time for free-core questions.

Please search the forum before posting — most common questions already have an answer. When you post something new, include enough detail for others to reproduce the issue (see Reporting bugs).

Commercial support (extensions)

Every commercial extension Licence includes 12 months of direct email support from the Solidshop team, starting on the date of purchase. During your Licence Period you may contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. for any question relating to the Extension, its documentation, its interaction with the Solidshop core, and reasonable configuration guidance.

Support is delivered in English by email. We do not currently offer phone, live-chat, or video-call support as part of the standard Licence.

When your Licence Period ends, the Extension continues to work on your site indefinitely. To continue receiving support and updates, renew the Licence for another period.

Response times

These are our target response times. They apply during our business hours (Monday–Friday, 09:00–17:00 UTC+7, excluding public holidays).

Licence tier	First response (target)	Resolution target for confirmed bugs
Community (free core)	Best effort — typically 2–5 business days on the forum	Scheduled in the next release
Standard commercial Licence	1 business day	Next patch release, typically within 2–4 weeks
Security issues (any tier)	Within 24 hours, 7 days a week	Out-of-band patch as soon as a fix is verified

A first response is a substantive reply from a team member — an acknowledgement, a diagnostic question, or an initial fix suggestion. Complex issues may require a series of exchanges before resolution.

What support covers

Commercial support covers:

• Installing and updating the Extension on a supported environment.
• Diagnosing and fixing defects in the Extension.
• Clarifying documented behaviour and configuration options.
• Guidance on using the Extension’s APIs, events, or hooks.
• Compatibility issues between the Extension and a supported version of the Solidshop core or Joomla.
• Licence related questions.

What it doesn’t cover

The following fall outside the scope of standard support. Some we can help with as paid consulting; others are better handled by your hosting provider, system integrator, or the relevant third-party vendor.

• General Joomla administration — core CMS setup, user management, menu configuration, article publishing, and anything unrelated to Solidshop itself.
• Hosting and server issues — PHP configuration, MySQL tuning, web-server setup, SSL certificates, DNS, or server performance.
• Third-party extensions not published by Solidshop, even if they interact with a Solidshop extension. We will investigate reported conflicts but cannot fix code we do not own.
• Custom code and template overrides — modifications you or a developer have made to Solidshop files, template overrides, or custom layout files. We can suggest a path forward but will not debug third-party modifications line by line.
• Custom development — building new features, bespoke integrations, data migrations, or training. Available as a separate service — see Customisation & development.
• Third-party service accounts — issues with your Stripe, PayPal, Square, Shippo, or other provider account. Contact the provider directly for account-level problems.
• Legal, tax, and compliance advice — GDPR compliance, VAT rate configuration for your specific jurisdiction, invoice legal requirements, consumer-law matters, accessibility audits. We design Solidshop to help you comply, but we cannot give legal advice.
• Expired licences — if your Licence Period has ended, please renew to continue receiving support.

Supported environments

We support Extensions running on the environments listed below. Issues reproducible only on unsupported configurations are investigated on a best-effort basis but are not covered by the response-time targets.

Component	Supported versions
Joomla	6.x (latest stable and one version back)
PHP	8.3 and 8.4
MySQL	8.0+
MariaDB	10.6+
Web servers	Apache 2.4+, Nginx 1.24+, LiteSpeed
Browsers (storefront)	Latest 2 versions of Chrome, Firefox, Safari, Edge

Supported versions

We provide updates and security patches for:

• The latest minor release of each Extension (receives new features, bug fixes, and security fixes).
• The previous minor release of each Extension (receives security fixes only, for up to 6 months after the successor is released).

If you are running an older version, the first step in any support exchange will be to ask you to update. We can’t realistically patch versions that are several releases behind current.

Reporting bugs

A good bug report dramatically shortens the path to a fix. Please include:

• The Extension name and version (e.g. “Discount plugin 1.3.2”).
• The Solidshop core version, Joomla version, PHP version, and database version.
• The template you are using (Cassiopeia, Foundra, or a third-party template).
• A clear description of what you expected to happen and what actually happened.
• The exact steps to reproduce the issue, ideally on a clean Joomla install.
• Screenshots or short screen recordings where relevant.
• The contents of any PHP or browser console error messages.

Security issues

Please do not open a public forum thread for a suspected security vulnerability. Email This email address is being protected from spambots. You need JavaScript enabled to view it. directly with:

• A clear description of the vulnerability and its potential impact.
• Steps to reproduce, proof-of-concept code or screenshots if applicable.
• The affected Extension and version.
• Whether you have disclosed this to anyone else.

We acknowledge all security reports within 24 hours and aim to release a patch within 14 days for high-severity issues, sooner for critical ones. Responsible disclosure is credited (with your consent) in the security advisory.

Access requests

Some issues can only be diagnosed on your live environment. If the investigation requires it, we may ask for:

• A temporary Joomla super-user account, or
• SSH/FTP access to the relevant files, or
• A staging clone of the site that reproduces the issue.

We treat any access provided as strictly confidential, use it only for the task agreed, and ask you to revoke it once the issue is resolved. We strongly prefer working on a staging copy rather than the live site. We will never ask for a password or key over an unsecured channel, and we will never use access for any purpose other than the support task you have opened.

Customisation & development

We offer paid customisation and development services separately from the standard support channel. Typical engagements include:

• Bespoke features or integrations.
• Data migration from another e-commerce platform.
• Storefront design and theming.
• Performance audits and optimisation.
• Training sessions for your team.

Contact This email address is being protected from spambots. You need JavaScript enabled to view it. with a brief description of what you need and we will reply with scope and a quote.

End-of-life policy

If we ever decide to discontinue an Extension, we will:

• Notify current Licence holders by email at least 12 months in advance.
• Continue providing security patches for the remainder of that notice period.
• Not charge for any renewals during the notice period.

You will always be able to keep using the last-released version of any Extension you have licensed — the software does not “phone home” and does not stop working when a Licence expires or an Extension is discontinued.

Contact us

General support: This email address is being protected from spambots. You need JavaScript enabled to view it.
Security: This email address is being protected from spambots. You need JavaScript enabled to view it.
Custom development: This email address is being protected from spambots. You need JavaScript enabled to view it.
Forum: https://www.solidshop.app/support/forum