Legal Information

Support Policy

This Support Policy explains what kind of support is available for Tabulizer, which channels are supported, what support includes, what it does not include, and how we handle bug reports, compatibility issues, and technical questions.

Effective from: October 2026

1. About this Support Policy

This Support Policy describes the support you can expect from us for the Tabulizer software, the Tabulizer online wizards, and the online services available at Tabulizer.com.

By using Tabulizer.com, purchasing a membership, downloading Tabulizer, submitting a support request, or using the online wizards, you agree that support is provided according to this Support Policy.

If you have any questions about this Support Policy or do not agree with it, please contact us before purchasing, downloading, or using Tabulizer.

This Support Policy is effective from October 2026. We may update it from time to time, so please review this page periodically.

2. Product support channels

We provide support only through the official support channels listed below:

the Tabulizer help desk (support ticket system);
the AI Assistant, for instant answers (see section 3);
the website contact form;
direct email.

We do not provide official support through social media, public comment threads, Facebook, Twitter/X, LinkedIn, YouTube comments, messaging apps, or by phone, unless we explicitly agree otherwise in writing.

The help desk is the only channel for sharing passwords, access credentials, or other sensitive information. Please read section 4 before sending any.

3. AI Assistant

Tabulizer.com offers an AI Assistant that can answer questions about Tabulizer at any time, without waiting for business hours. Logged-in members can use it for support questions, to look up their own support tickets, to draft a new ticket, and to prepare a starting point in one of our online wizards. Visitors can use the pre-sales chat to ask questions before they buy.

The AI Assistant is powered by an external AI model, Claude, provided by Anthropic. Every message you send is passed to that external service so that it can generate a reply. How this data is handled is described in our Privacy Policy.

Answers can be wrong The AI Assistant works from our documentation, but it can misunderstand a question or give an incomplete or incorrect answer. Please check important answers against the documentation, or ask our support team.

A person is always available The AI Assistant does not replace our support team. You can open a help desk ticket at any time, and the assistant can draft one for you to review and submit.

Not a commitment Statements made by the AI Assistant about prices, licensing, refunds, or future features are not binding. Our published terms and the replies of our support team apply.

Fair use The AI Assistant has usage limits to keep the service available for everyone.

4. Sharing passwords and sensitive information

Sometimes we need access to your website to investigate a problem. If you need to share passwords, access credentials, or other sensitive information with us, use the help desk only, by opening or replying to a support ticket.

Channel	Passwords and sensitive information
Help desk (support tickets)	Yes. This is the only channel for sensitive information.
AI Assistant	No. Your messages are processed by an external AI service.
Email	No. Email can pass through several servers and stays in mailboxes indefinitely.
Contact form	No. The contact form is meant for general and pre-sales questions.

Sensitive information includes administrator, FTP, hosting, and database passwords, API keys and access tokens, payment details, and personal data about your own customers or website visitors.

When you give us access to your website, we recommend that you:

create a temporary account for us instead of sharing your own login;
give that account only the permissions needed to investigate the issue;
delete the account, or change the password, as soon as the ticket is resolved.

When you ask the AI Assistant about one of your tickets, it reads that ticket's messages. If a ticket contains passwords or other access details, please ask our support team about it in the ticket itself rather than through the AI Assistant.

If you have already sent sensitive information through another channel by mistake, please change the affected password or key as a precaution.

5. Before requesting support

Before submitting a support request, we recommend reviewing the available documentation, tutorials, examples, feature pages, demos, and frequently asked questions. The AI Assistant can also help you find the right documentation quickly.

Many common questions about installation, rulesets, data sources, table configuration, sorting, filtering, pagination, responsive patterns, exports, charts, galleries, calendars, timelines, pricing tables, calculators, and contact forms may already be answered in the documentation or demo pages.

Documentation Review the product documentation and setup instructions before opening a ticket.

Demos and examples Check whether an existing demo or example already shows the feature you want to use.

Feature pages Read the relevant feature page to understand what Tabulizer supports.

Version information Confirm your Joomla, WordPress, PHP, database, and Tabulizer versions before contacting support.

6. What our Support Service covers

Our Support Service covers Tabulizer products and services. Support may include assistance with:

installation of Tabulizer for Joomla or WordPress;
basic product configuration;
use of Tabulizer features;
ruleset import, export, and general usage;
data source configuration where the issue is directly related to Tabulizer;
online wizard usage and generated rulesets;
bug reports related to Tabulizer;
questions about documented product functionality;
issues with products sold directly by us or through approved resellers, where applicable.

Support is intended to help users understand and use Tabulizer as provided. It is not a general web development, Joomla, WordPress, PHP, JavaScript, SQL, CSS, or server administration service.

7. What support does not cover

Support does not include training, debugging, development, or consulting for technologies, systems, or services that are outside Tabulizer itself.

Not covered	Explanation
PHP training	We do not provide PHP lessons or explain general PHP programming issues.
SQL or database training	We do not provide SQL lessons or general database design/debugging support.
JavaScript training	We do not provide JavaScript training or debug unrelated third-party JavaScript code.
CSS, HTML, XML training	We do not provide general web design, HTML, CSS, XML, or layout training.
General Joomla support	We do not provide general Joomla administration, template, editor, hosting, or extension support.
General WordPress support	We do not provide general WordPress administration, theme, editor, hosting, or plugin support.
Third-party products	We do not support third-party themes, templates, plugins, modules, extensions, or services unless the issue is directly caused by Tabulizer.
Custom development	We do not customize Tabulizer or build custom solutions as part of standard support.

8. Customization work

Tabulizer is provided as a configurable product with rulesets, online wizards, data source tools, table features, and visual output options. Standard support does not include customizing the product to meet a specific project requirement.

Examples of customization work not included in standard support include:

building a custom ruleset for your project;
writing custom PHP modification functions;
writing custom JavaScript, CSS, SQL, or HTML;
creating custom layouts, templates, or integrations;
debugging project-specific custom code;
modifying third-party Joomla or WordPress extensions;
adapting Tabulizer to undocumented or unsupported use cases.

The AI Assistant may help you get started with tasks like these, for example by preparing a wizard draft or suggesting a modification function. Its suggestions are provided as-is: please review and test them before using them on a live website. Reviewing or debugging them is not part of standard support.

We may, at our discretion, provide paid custom development, consulting, or implementation services separately from standard support. Such work must be agreed separately in writing.

9. Third-party web services and integrations

Tabulizer may be able to work with or display data from third-party services, such as Google Spreadsheets, Google Calendar, JSON APIs, RSS feeds, remote files, databases, or other external data sources.

Standard support does not include setting up, configuring, debugging, or maintaining third-party services unless the problem is directly caused by Tabulizer.

For example, support does not normally include:

creating or configuring Google accounts, Google projects, APIs, calendars, or spreadsheets;
setting up database servers, remote database users, firewall rules, or PDO drivers;
fixing remote API errors, authentication failures, or rate-limit issues caused by third-party systems;
configuring third-party plugins, modules, themes, templates, or extensions;
debugging server, DNS, SSL, firewall, or hosting issues unrelated to Tabulizer.

10. Bug fixing

We aim to fix confirmed defects in Tabulizer as quickly as reasonably possible after they are reported, reproduced, and confirmed.

A bug report is more helpful when it includes:

your Tabulizer version;
your Joomla or WordPress version;
your PHP version;
your browser and operating system;
the exact error message, if any;
screenshots or screen recordings, where useful;
steps to reproduce the problem;
a sample ruleset or data source, where relevant and safe to share;
information about recent updates or changes on the website.

A reported issue is not automatically considered a Tabulizer bug. We may need to investigate whether the cause is Tabulizer, the CMS, the server, the browser, a third-party extension, a template/theme, or custom code.

11. Conflicts with third-party extensions, themes, or scripts

Tabulizer may run on websites that include many other extensions, plugins, modules, themes, templates, scripts, and custom code. Conflicts can happen, especially when third-party code changes JavaScript behaviour, modifies the page output, strips HTML, changes editor content, loads incompatible libraries, or produces JavaScript errors.

We will investigate and support conflicts only when the root cause is directly related to Tabulizer. We are not responsible for fixing third-party code simply because it prevents Tabulizer from working correctly on the same page.

Examples of third-party issues not covered by standard support include:

JavaScript errors caused by unrelated extensions or plugins;
theme or template CSS that breaks table layout;
Joomla or WordPress editor settings that strip, rewrite, or modify generated HTML;
security plugins or firewalls that block AJAX requests;
caching/minification plugins that break scripts or load files in the wrong order;
third-party extensions that load incompatible JavaScript libraries;
custom code that changes Tabulizer output after rendering.

We may provide guidance to help you identify a conflict, but resolving third-party code issues is not included in standard support unless the issue is caused by Tabulizer.

12. Support period

Support, access to downloads, updates, and other membership-related services are available only during the active term of your membership, license, subscription, or support period, unless otherwise stated.

Alterora OÜ is not obligated to provide support, download access, updates, or other services after your active support period or membership has expired, unless you renew or purchase a new eligible membership.

If your support period expires, you may still be able to use the version of the software you already downloaded, subject to the applicable license terms, but you may not have access to new downloads, updates, support, or membership-only resources.

13. Support hours and response time

Support is provided Monday to Friday, from 09:00 to 17:00 UTC+2, or UTC+3 during summer time, excluding national holidays and public holidays. The AI Assistant is available at any time.

We strive to respond to support requests within 5 business days. Actual response times may vary depending on the complexity of the request, the volume of support enquiries, the availability of required information, holidays, and whether the issue requires deeper technical investigation.

Standard questions Installation, configuration, documentation, and usage questions may be answered faster when all required information is included.

Technical investigations Advanced issues, compatibility problems, data source problems, or suspected bugs may take longer.

Business days Weekends, national holidays, and public holidays are not counted as business days.

No guaranteed resolution time The response target is not a guaranteed fix or resolution time.

14. Support languages

Support is available in English or Greek only.

If your support request is written in another language, please translate it into English or Greek before submitting it. You may use an online translation tool if needed.

15. Submitting a useful support request

To help us respond more efficiently, please include enough information to understand and reproduce the issue.

A good support request usually includes:

a clear description of the problem or question;
the expected result and the actual result;
steps to reproduce the issue;
your Tabulizer version;
your Joomla or WordPress version;
your PHP version and database type, if relevant;
the browser and operating system used for testing;
screenshots, videos, or error messages where useful;
the ruleset, data source type, or wizard used, if relevant;
whether the issue started after an update or configuration change.

Only include passwords, access credentials, or other sensitive information if they are needed to investigate the issue, and only in a help desk ticket (see section 4). Never send them through the AI Assistant, by email, or through the contact form.

16. Changes to this Support Policy

We may update this Support Policy from time to time to reflect changes in our products, support channels, support availability, membership plans, response targets, service levels, or business practices.

When this policy is updated, we will revise the effective date or last updated date on this page. Your continued use of Tabulizer products, services, support channels, or downloads after an update means you accept the updated Support Policy.

17. Contact us

If you have questions about this Support Policy, support availability, your account, or your membership, you may contact us using the details below.

Alterora OÜ

Email: info@alterora.com

Website: Tabulizer.com