powered!GWS-Desk Joomla Support Contracts
GWS-Desk offers specialized proactive technical support for Joomla. We care that your installation is up-to-date, secure and provide your business with its online functionality 24/7 all year long.
Key Benifits of Outsourcing your Care
Specialized support for Joomla 1.5.xx/Joomla 2.5.xx/Joomla/3.x:
- You get top-noth Joomla-support at a clear fixed monthly affordable fee
- Your staff expenditures are reduced by outsourcing your daily care to GWS-Desk.
- You have always highly specialised Joomla support technicians at your side
- You can concentrate on your business while we care for and secure your system
Straight Forward Contract & Terms
- No long-term commitment nor yearly pre-paid subscriptions
- Montly subscription at a fixed fee without surprises
- Cancel at will.
- Clearly defined services
- Unlimited Tickets and Joomla Support Requests
Two types of Service Contracts Pro:
| PRO | CORP | ||
| Response Time | 8 business hours | 4 business hours | |
| Monthly Support Fee | $ 380 | $ 490 | |
| Hours Support | 3 hours/month | 3 hours/month | |
| What Services are Provided? | |||
| ♦ | Installation of Joomla + Extensions (1) |  |
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| ♦ | Configuration Joomla + Extensions (1) | |
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| ♦ | Unlimited upgrades of Joomla + Extensions (1) | |
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| ♦ | Daily Database backups | |
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| ♦ | Weekly Site backups to remote GWS-Servers | |
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| ♦ | Consults on Content and Management | |
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| ♦ | Problem Solving + Bugfixing Joomla | |
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| Environmental Scope of Services? | |||
| ♦ | Joomla Versions | 1.5/2.5/3.x | 1.5/2.5/3.x |
| ♦ | What extensions are covered | All | All |
| ♦ | Is bridged software such as phpBB/G2 etc coverered | special services | special services |
| ♦ | How many Joomla instalations are included? | One | One |
| ♦ | Professional Ticket Support system available? | |
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| ♦ | Is Project Collaboration SW online available for easy communication? | Project Task & Mgt Syst |
Project Task & Mgt Syst |
| ♦ | What Communication Channels are used? | PTMS/Ticket/Skype /Mail/Screensharing |
PTMS/Ticket/Skype /Mail/Screensharing |
| ♦ | Where are the global offices/representations | SG/NL/CA/USA/UK | SG/NL/CA/USA/UK |
| ♦ | Business Hours Mo - Fri | ||
| Europe CET | 8.30am - 5.30pm | 8.30am - 5.30pm | |
| Asia & Australia SGT | 9.00 am - 6.00pm | 9.00 am - 6.00pm | |
| North America EST | 8.30am - 5.30pm | 8.30am - 5.30pm | |
| Rest of the world CET | 8.30am - 5.30pm | 8.30am - 5.30pm | |
| How is Time Allocated? | |||
| ♦ | How many GBills are allocated per month | 12 | 12 |
| ♦ | One Gbill equals how much time spend |
15 minutes | 15 minutes |
| ♦ | What happens if an issue takes more than 12 Gbills? | You buy extra GBills | You buy extra GBills |
| ♦ | At end of month remaining Gbills transferred over | No | No |
| ♦ | How do I know what Gbills/for what has been used | reported on account | reported on account |
| ♦ | Any limits to support requests/tickets | None | None |
| ♦ | What other support options I have | Specialized/Tailored | Specialized/Tailored |
| Proactive Support (no requests!) ? | |||
| ♦ | Automatic Security Patches | |
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| ♦ | Automatic ugrade within version (1.0.x/1.5.x) | |
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| ♦ | Automatic upgrades Extensions | |
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| ♦ | Automatic Daily backups database | |
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| ♦ | Automatic Weekly backups to remote server(s) | |
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| Response Time any 1st Request? | |||
| ♦ | Priority I | 8 business hours | 4 business hour |
| ♦ | Priority II | 12 business hours | 8 business hours |
| ♦ | Priority III | One business day | 12 business hours |
| ♦ | Priority IV | Two business days | One business days |
| ♦ | What happens if initial response time is not met | One Month Support added to end contract | One Month Support added to end contract |
| General Conditions & Terms | |||
| ♦ | How long is contract valid? | 12 calendar month | 12 calendar month |
| ♦ | What is the billing cycle? | Monthly in advance | Monthly in advance |
| ♦ | Can I cancel the contract at any time? | |
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| ♦ | Do you have partial refund for the period of the month remaining in which I cancel? | No | No |
| ♦ | Is site restore from Hacking attempts included? | from backup | from backup |
| ♦ | Any additional services provided? | Specialized Services | Specialized Services |
| ♦ | What payments methods are supported | Paypal/Wire | Paypal/Wire |
| ♦ | In what currency is billing done | US$ | US$ |
| Monthly Subscription (incl. VAT) | 380 | 490 | |
1) Commercial extansions need to be provided by clients
Note we always need access to your site as described here
