What Pro-Active Support Services are Provided for how many sites?
Upgrades of Joomla & Extensions
Problem Solving & Bug fixing Joomla
Operational Support & Advise
Hosting Issues (email/backups/crons/etc)
(Weekly) Security Analysis & Optimization
Daily Database backups
Automated Backups to Amazon S3
Environmental Scope of Services
Joomla Versions Supported
What extensions are covered
Installation of Bridged sw such as phpBB/Salesforce etc covered?
Template modifications/setup included?
Professional Support System used?
Where are the global offices/representations located?
Business Hours Mo - Fri/Sat (Pro)
The GBill Pro Package is also supported on Saturday mornings till 12.00 noon in our geographical locations. Emergency Assists are being served 24/7/365 (hack attempts/site down/site crashes with white screen of death/etc)
Asia & Australia/NZ
North & South America
Rest of the world
Time Allocation Proactive Support
How many minutes per month are allocated?
At end of month remaining time transferred over?
What happens if an issue takes more than allocated minutes per month?
What about reporting on use of GBills?
Any limits to support requests/tickets?
What other support options I have?
Site restore from Hacks included?
Response Time any first Support request?
What happens if initial response time is not met
General Conditions & Terms
How long is contract valid?
Can I cancel the contract at any time?
Do you have partial refund for the period of the month remaining in which I cancel?
What is the billing cycle?
In what currency is billing done?
Any additional services provided?
What payments methods?
What if I have more questions?