Service Level Agreements
Introduction
 | Support Contracts for Service Level Agreements and continuous support! |
When you need guaranteed proactive support for your online business,
a Support Contract is the answer for you!
Key Savings
* You get support at a fixed monthly fee
* You save time and money on staff
* Sign Up For a Support Contract Now
Hassle Free Contract
* No long-term commitment
* Monthly subscription at a fixed fee
* Cancel anytime
* Multiple web site support
Get the level of proactive support you need or let us customize it to your needs,
contact us to share your thoughts.
SLA Plans
| | BASIC SLA | STANDART SLA | ADVANCED SLA |
Service Fees, Discounts | |||
What are the service fees? | $385 / Month | $577 / Month | $750 / Month |
Savings | n.a | -25% | -35% |
Price per Minute / Point | $1.60 | $1.20 | $1.04 |
Time calculation | |||
How many hours are included? | 4 Hours / Month | 8 Hours / Month | 12 Hours / Month |
How many support credits/points do I get? | 240 | 480 | 720 |
What is the value of 1 support credit/point? | 1 Point / Minute | 1 Point / Minute | 1 Point / Minute |
Is the billable time per minute (time-and- material based)? | YES | YES | YES |
How many support tickets can I submit? | 99 | 99 | 99 |
Can I check the support balance online? | YES | YES | YES |
Do you alert me when a request will take more than the prepaid hours? | YES | YES | YES |
How can I get additional Support? | USD 96 / Hour | USD 75 / Hour | USD 65 / Hour |
When will extra time be invoiced? | Monthly | Monthly | Monthly |
What other options do I have for additional support? | Upgrade | Upgrade | Quote Request |
Scope of Service | |||
Support of HTML,PHP,MySQL | YES | YES | YES |
Support Smarty Template engine | YES | YES | YES |
Support WHM / Cpanel | YES | YES | YES |
Support Photoshop Design | YES | YES | YES |
Support Fireworks Design | YES | YES | YES |
Other Tools, Programing Language,.... | On Request | On Request | On Request |
What kind of Support can I get? | |||
Program / Script installation | YES | YES | YES |
Program / Script Update | NO | YES | YES |
Content Update | YES | YES | YES |
Google Analystics integration | YES | YES | YES |
Google Advert integration | YES | YES | YES |
Security advice and improvents | NO | YES | YES |
SEO advice and improvements | NO | YES | YES |
Help with content, text and images | YES | YES | YES |
Installation of Joomla CMS and extensions | YES | YES | YES |
Joomla Setup and configuration | YES | YES | YES |
Upgrades of Joomla CMS and extensions | YES | YES | YES |
Joomla Customization | YES | YES | YES |
Squeez- / Sales- Page Design | YES | YES | YES |
3rd Party Payment Gateway integration | YES | YES | YES |
3rd Party Tracking Code integration | YES | YES | YES |
3rd Party Advertising integration | YES | YES | YES |
Discussed custom programming | NO | NO | YES |
non listed Support | On Request | On Request | On Request |
What are the Support Methods? | |||
Online Helpdesk, 24/7/365 access | YES | YES | YES |
Tutorial Videos | YES | YES | YES |
Knowledgebase | YES | YES | YES |
Chat | YES | YES | YES |
Outbound phone support | YES | YES | YES |
Who will submit or create a Support Ticket? | |||
For which kind of Support Do I need to create a Support Ticket ? | any | any | any |
When will you execute upgrades or patches? | Proactive | Proactive | Proactive |
Can I reopen a ticket with the status "Closed"? | YES | YES | YES |
Service Level Guarantees | |||
How many users can use the Online Helpdesk | Multiple | Multiple | Multiple |
How many Websites will be supported | unlimited | unlimited | unlimited |
How many Joomla Systems will be supported | unlimited | unlimited | unlimited |
What are the hours of coverage? | 24/7 | 24/7 | 24/7 |
What are the Initial Response Times for my requests? | |||
Priority 1: Critical | 8 Hours | 6 Hours | 4 Hours |
Priority 2: High | 12 Hours | 10 Hours | 8 Hours |
Priority 3: Medium | 2 Business Day | 1 Business Day | 1 Business Day |
Priority 4: Low | 3 Business Days | 2 Business Days | 2 Business Days |
What if the Initial Response Time is not met? | Full refund of time spent on this issue | Full refund of time spent on this issue | Full refund of time spent on this issue |
Response time are depending on Ticket Priority. The priority description you will find in our Knowledgebase/ Terms, Condition and Policies / SLA Terms of Service | |||
What Payment options do you offer? | |||
PayPal (PayPal account not required) | YES | YES | YES |
VISA, Master Card, American Express | YES | YES | YES |
Cheque | YES | YES | YES |
What is the billing cycle? | Monthly recurring | Monthly recurring | Monthly recurring |
What other terms are applicable? | |||
For how long is my support credit valid? | Monthly renewal | Monthly renewal | Monthly renewal |
Can I upgrade for free? | YES | YES | n.a. |
Can I downgrade for free? | n.a. | YES | YES |
What is the minimum contract period? | 1 month | 1 month | 1 month |
When can I end my contract? | Anytime 1* | Anytime 1* | Anytime 1* |
1* For contract cancellation send an ticket to our Billing Department. The cancellation will be active with end of the last paid billing cycle. You cancellation must send before the next billing cycle is due. | |||
If you have any question plase send a ticket. It is our pleasure to assist you. | |||
Last Updated (Wednesday, 27 January 2010 20:20)