Point Support Plans
Support on Demand, without being billed for each and every request you submit! |
Point Support Plans
Time calculation | ||||
How many support credits/points do I get? | Depending on purchased Package | |||
What is the value of 1 support credit/point? | 1 Point / Minute | |||
Is the billable time per minute (time-and-material based)? | YES | |||
How many support tickets can I submit? | Unlimited until your points are used | |||
Can I check the support balance online? | YES | |||
Do you alert me when a request will take more than the prepaid hours? | YES | |||
How can I get additional Support? | Purchase New Bundle | |||
When will extra time be invoiced? | n.a. | |||
What other options do I have for additional support? | Upgrade to Support Contract | |||
Available Support-Point-Packages : Package SPP-60,SPP-120,SPP-240 are at a discount. | GFT SPP-30 GFT SPP-60 GFT SPP-120 GFT SPP-240 | 30 Minute 60 Minute 120 Minute 240 Minute | $1.20 / Minute $1.14 / Minute $1.08 / Minute $0.96 / Minute | Saving / n.a. Saving / 5%. Saving / 10% Saving / 20% |
Scope of Service | ||||
Support of HTML,PHP,MySQL | YES | |||
Support Smarty Template engine | YES | |||
Support WHM / Cpanel | YES | |||
Support Photoshop Design | YES | |||
Support Fireworks Design | YES | |||
Other Tools, Programing Language,.... | On Request | |||
What kind of Support can I get? | ||||
Program / Script installation | YES | |||
Program / Script Update | YES | |||
Content Update | YES | |||
Google Analystics integration | YES | |||
Google Advert integration | YES | |||
Security advice and improvents | YES | |||
SEO advice and improvements | YES | |||
Help with content, text and images | YES | |||
Installation of Joomla CMS and extensions | YES | |||
Joomla Setup and configuration | YES | |||
Upgrades of Joomla CMS and extensions | YES | |||
Joomla Customization | YES | |||
Squeez- / Sales- Page Design | YES | |||
Payment Gateway integration | YES | |||
3rd Party Tracking Code integration | YES | |||
3rd Party Advertising integration | YES | |||
Discussed custom programming | YES | |||
non listed Support | On Request | |||
What are the Support Methods? | ||||
Online Helpdesk, 24/7/365 access | YES | |||
Tutorial Videos | YES | |||
Knowledgebase | YES | |||
Chat | NO | |||
Outbound phone support | NO | |||
Who will submit or create a Support Ticket? | ||||
For which kind of Support Do I need to create a Support Ticket ? | Any | |||
When will you execute upgrades or patches? | Upon Request | |||
Can I reopen a ticket with the status "Closed"? | YES | |||
Service Level Guarantees | ||||
How many users can use the Online Helpdesk | One | |||
How many Websites will be supported | No limitation | |||
How many Joomla Systems will be supported | No limitation | |||
What are the hours of coverage? | 24/7 | |||
What are the Initial Response Times for my requests? | ||||
Priority 1: Critical | 2 Business Days | |||
Priority 2: High | 2 Business Days | |||
Priority 3: Medium | 2 Business Days | |||
Priority 4: Low | 3 Business Days | |||
What if the Initial Response Time is not met? | 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 / Point Support Terms of Service | ||||
What Payment options do you offer? | ||||
PayPal (PayPal account not required) | YES | |||
VISA, Master Card, American Express | YES | |||
Cheque | YES | |||
What is the billing cycle? | Once per Bundle | |||
What other terms are applicable? | ||||
For how long is my support credit valid? | 12 Month | |||
Can I upgrade for free? | n.a. | |||
Can I downgrade for free? | n.a. | |||
What is the minimum contract period? | n.a. | |||
When can I end my contract? | n.a. | |||
If you have any question plase send a ticket. It is our pleasure to assist you. | ||||
Last Updated (Saturday, 30 January 2010 00:05)