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