Please be aware that we do not offer phone support for SM2 Extensions products.

May we please direct you to our Support site to submit a support ticket at http://sm2extensions.com/component/option,com_wrapper/Itemid,103/.

We also have extensive forums available where you can post or review the many current postings. Have a look at http://sm2extensions.com/component/option,com_joomlaboard/Itemid,100/ to see if we may have already addressed your query.

We also have an online knowledgebase http://sm2extensions.com/component/option,com_sm2wrapper/Itemid,114/ that is updated regularly with common support queries.

Why We Don't Offer Phone Support

We understand that our clients and prospective clients can be concerned that we do not offer phone support. We offer excellent online and email support. We answer all email queries within 24 hours.

With telephone support you can spend much of your time waiting on hold to be told that you'll be got back to.

Phone support is something that we do not offer due to there being multiple people in different locations available to handle requests. By offering email support, we are better able to be of assistance by making absolutely certain that your needs are addressed by the correct individual depending on the type of assistance that you require. This also insures that issues continue to be handled efficiently and with no loss of information or there being any gap between you and all of us as a team.

We prefer support requests to first come through our ticketing system or email for various reasons.

Firstly, it provides a systematic audit trail of all communication between you and our staff, so that all the facts can easily be passed to whoever may be working on your problem. In the absence of a representative who has been assisting you all along, somebody else can take over and be equally knowledgeable of your issues.

Secondly, it allows us to focus on fixing problems instead of answering the phone. The time we spend answering phone calls can be channelled to more productive work such as helping a client debug a program.

Third, we are aiming to provide you with the answers to 99% of your questions through our self-help KnowledgeBase system, enabling you to instantly find the solution to your problem rather than needing to contact us. This will benefit us as well as our customers.

We believe that the costs and complexity involved in providing you with a telephone support service are better put back into the quality of the product and service we provide.