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 |
$1.50 / Minute $1.42 / Minute $1.35 / Minute $1.20 / 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 Purchase Call-Back Support |
|||
| 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. | ||||
 |
Installation |
|
Upgrades |
|
Customization |
|
SEO improvements |
|
Web Design |
|
Much more... |
Support on Demand, without being billed for each and every request you submit!
