<![CDATA[Azrul.com]]> <![CDATA[Azrul.com's Support Scope]]> Hi there!

Welcome to our support area.

Chances are you're here to open a ticket.

Do write to us with as much details as possible to cut down on lots of back and forth corresponding.. and we do need to give you a gentle nudge also about these details below:-

Our support team is available during normal business hours at GMT+8, weekdays only.
We try to attend support queries within the 48 hours of normal business hours.

Support is unavailable during weekends and Malaysian holidays.

We try to respond to all queries within 1 or 2 business days but it's not always possible.
Please be patient for our 1-on-1 support.

 

We support

  • Installation issues
  • Basic configuration
  • How-to use questions

We do not support

  • Template design and customizations
  • Errors or problems have arisen due to customization
  • Anything that require modifications to the core code, such as adding new customized features
  • Server migration
  • Troubleshooting any Beta or Trial release (but your feedback is welcomed!)
  • Installation on localhost
]]> <![CDATA[Issues: Tickets not answered]]>

Chinese New Year Holidays: Please note that our support team will not be available Jan 21st - 24th.


Dear customers,



Recently we faced an issue with our support mails not being delivered to our customers. 

This issue happened both ways. 

Both emails sent through our support address and our replies did not get through for some reason. The incoming to the same ticket (e.g. SLI-783-29940) piles up, and none of them were received by us. This has caused quite the misunderstanding between our dear customers and our support staffs.  

After some study and changes done, all the tickets that were never seen before, started flooding our inboxes. Some were dated way back in December.

Our hearts broke.

 

What this means is that all of our enthusiastic, swift replies were never received by some of you. Worst yet, you would naturally think that we're inadequate at what we do and are not taking you seriously. Some of you may even feel cheated. 

Imagine all of your pent up anger and frustrations are only seen by us today, January 19th. Only today are we able to see ALL of your emails which we have never come across before. 

We truly understand your disappointment, and we can only wish that this misunderstanding can be ironed out. 

We're going through your issues one by one, one ticket at a time.
We deeply apologise.

 

 

Note: Please do check your SPAM folder to see if our messages to you are routed there. Let us know if it does.

]]> <![CDATA[News: Changing and Rearranging]]>

We are continuously working to improve the service we provide to customers, and with this intent, certain changes have been made around the website, as well as our service.

 

New Support System
As part of our drive to improve the service we provide, we have employed a new ticketing system to handle your feedbacks, questions and technical issues. 

To write us a ticket, simply head over to http://support.azrul.com/index.php?/Tickets/Submit.

Keep in mind these details:

  • Our support team will try to attend support queries within 48 hours of normal working hours. 
  • Please observe that we are at GMT+8.
  • Any issues pertaining to JomSocial shall be directed to the official JomSocial support team.
    More details are provided below.

 


Documentation
With the introduction of this new system, this has affected our documentation section of our website, and we're slowly building this up. Please bear with us while we grow this database of documentation for you.

This area where we provide documentation is now known as Knowledgebase.

When the Knowledgebase isn't adequate to answer your questions, just write to us. 

We'll be more than happy to help you.

 

JomSocial
Over the years, JomSocial has grown to be a large product and has now a dedicated team of its own. This means that the support team is now independent of azrul.com's support team.

For anything pertaining to JomSocial, head over to http://www.jomsocial.com for more info.
Their official support team can be contacted at http://support.jomsocial.com.

 

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We're looking to change, rearranging to make things better, and we hope you can stay with us throughout this journey of growth. We're humbled and honoured that some of you have written kind words to encourage us, and this has given us more determination to continuously strive to serve you to the best of our ability.

Thank you, and thank you again. :)

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