How It Works / Request Support

How It Works

Independent OJS, OMP, and OPS Technical Support Center makes it easy for journals, universities, research centers, publishers, and editorial teams to request technical support for OJS, OMP, and OPS platforms.

Whether you need installation, upgrade, migration, troubleshooting, plugin setup, email configuration, hosting, security, backup, customization, training, or workflow support, the process starts with a clear request and an initial technical assessment.

Support is available in multiple languages, with Arabic and English as core support languages. Additional language support may be available depending on the agreed project scope.

Step 1: Submit Your Request

Start by sending a brief description of the issue or service you need. You may include the platform type, current version if known, website URL, urgency level, screenshots, error messages, and any relevant notes.

You can request support for OJS, OMP, OPS, or a related scholarly publishing platform.

Step 2: Initial Technical Review

Our team reviews the information provided to understand the platform condition, possible cause of the issue, required service type, urgency, and expected scope of work.

If more information is needed, we may ask for additional screenshots, error messages, hosting details, backup status, platform version, or clarification.

Step 3: Scope, Timeline, and Quotation

After reviewing the request, we provide a clear service scope, expected timeline, deliverables, price estimate, and any access requirements.

Work begins only after the scope, timeline, deliverables, price, access method, and payment terms are reviewed and agreed.

Step 4: Backup-First Approach

For sensitive work such as upgrades, migration, plugin changes, theme edits, database work, or server-level changes, we follow a backup-first approach whenever the hosting environment and available access allow.

This helps reduce the risk of data loss, service interruption, or irreversible changes.

Step 5: Implementation and Testing

The approved service is handled by a suitable specialist according to the agreed scope. After implementation, key functions are checked when applicable, such as login, submission workflow, email notifications, plugin behavior, published content, links, metadata display, or platform availability.

Step 6: Delivery and Follow-Up

After completing the service, we provide confirmation of the completed work and any relevant technical notes or recommendations when needed.

For journals or institutions that need continuous support, we may recommend a managed hosting or annual support plan.

What to Include in Your Request

• Platform type: OJS, OMP, OPS, or other related platform
• Current platform version, if known
• Journal, institution, publisher, or website name
• Website URL
• Requested service or issue description
• Error messages or screenshots, if available
• Hosting environment, if known
• Urgency level and preferred timeline
• Required support language or languages
• Any special instructions, restrictions, or institutional requirements

Examples of Requests We Can Assess

• “Our OJS website shows a 500 error.”
• “We need to upgrade OJS to a newer version.”
• “We want to move our journal to a new hosting provider.”
• “Emails are not reaching authors or reviewers.”
• “We need help setting up DOI or Crossref.”
• “Our plugin stopped working after an update.”
• “We need Arabic and English interface support.”
• “Our university wants to organize multiple journals in one OJS portal.”
• “We need managed hosting or annual support for our journal.”

Best Way to Contact Us

For accurate assessment and proper tracking, technical support requests should be submitted through the request form. WhatsApp is available for quick questions and follow-up, while email is used for formal communication, quotations, invoices, and institutional correspondence.

Security and Access

Access to admin dashboards, hosting panels, FTP, SSH, or databases may be needed for some services. Access details should only be shared through secure communication channels after the request is reviewed and the scope of work is agreed.

Please do not send passwords, private keys, database passwords, or full server credentials through public forms, email text, or unsecured messages.

Important Notes

Submitting a request does not mean that the service has started. It only allows us to review the case and prepare an assessment or quotation.

The center provides independent technical support and is not PKP or an official representative of the Public Knowledge Project unless explicitly stated.

Technical support does not guarantee indexing, publication, editorial approval, successful recovery, successful upgrade, migration completion, hosting availability, or any third-party decision.