Joomla! Support Service Packages
Running a Joomla!-based website may often involve collaborative work of multiple experts. JoomPlace Support Team provide full-blown Joomla! website maintenance that saves you time and allows avoiding problems. You are welcome to make use of our offer if you need help with Joomla! set up and configuration, components integration, and customization. We are ready to help you resolve any Joomla!-related issues.
Take advantage of JoomPlace Support Services for Joomla!
- Сontinuous support for commercial websites
- Professional support for freelancers & web studios
- Intelligible support for individuals
Joomla! websites is our passion. JoomPlace experts thoroughly study every Joomla! website and ready to give a helping hand to anyone in trouble. We provide professional Joomla support as well as custom development services. Support Service packages enable you to send us any requests - from basic Joomla! optimization and management to new functionality implementation and even a piece of advice about things not really related to Joomla!, like SEO, hosting, Windows vps hosting etc. We will do our best to give you what you need.
Does new Joomla component break your template?
Does your Joomla! website run slowly?
Are you looking for a feasible solution allowing to add a new feature?
Do you need to protect your site from competitive intelligence?
Got in trouble updating a component?
We will fix compatibility issues between components and template.
We'll optimize page load, scripts and styles, and give an advice on Joomla hosting.
We will optimize page load, scripts, styles and advise on Joomla hosting.
We will conduct a market analysis and provide a solution.
We will check out an issue and resolve it.
There are no problems, just opportunities for solutions. Ask for more. We're open for suggestions.
Support for every stage of Joomla! website life cycle
SUBSCRIPTIONS
Please read our Service Policy before subscribing. It is made to inform you exactly what you get for your money. Don't waste neither your time nor money, please read the policy first!
Subscription for Base Package
Support Service Base Package (3+ support hours)
Subscription to Base Package is pre-paid for not less than 180 support credits. Support credits can be converted into support hours (60 credits per hour) or custom development hours (75 credits per hour). The subscription is valid for 1 year.
Please note that support packages are not designed to pay for custom development unless issues when development is an essential part of support.
- 1 user
- Multiple web sites
- Any Joomla! extension
- Ticket Creation by User
- Initial Response Time:
- Critical Requests:
3 Business Days
1 Business Day
- 24/7 Helpdesk Access
- Free Tutorials
PROVIDED SERVICES
Hosting
The proper choice of hosting is a guarantee of stable operation and performance of the website. We will help you choose and operate the hosting, specially optimized for Joomla! sites.
Installation
This includes Joomla! installation and primary setup of the live website or a development environment. On your request we will install Joomla! CMS, as well as plugins, modules and components (created by JoomPlace and/or 3rd parties).
Configuration & Settings
Extending Joomla CMS by components, modules and plugins could turn it into powerful portal, social network or a personal blog. On your request we'll carry out Joomla configuration and integrate the best Joomla extensions with necessary settings to fulfill your needs.
Layout & Custom Development
We understand that configuring Joomla website could often require more than just correct installation and configuration of template, components, modules and plugins. That's why we have simplified the procedure of getting custom Joomla development for Support Service subscribers. Now you can use support credits to pay for JoomPlace Custom Development as well.
Search Engine Optimization
Make your Joomla website more visible for your audience. Our Joomla Support Team will analyze keywords on your pages and make a complex analysis of website SEO potential. As a result we will configure your website to be more SEO friendly and effective.
Security & Backups
Is your website secure enough? We will perform security tests and generate vulnerability report that will advise how to eliminate the threats. We can set up recurrent backup of your Joomla site and its database to provide you with easy possibility to restore your data in case of any emergency or critical trouble.
Updates
Use JoomPlace Support Service to make updates of your Joomla web site or its components easily and smoothly. We will take care of any compatibility issue that may occur. On your request we can carry out one-time update or keep your site up-to-date continuously.
HOW IT WORKS
It is a pretend currency, i.e. "money" created to give you full control over prepaid funds.
For example, in return for prepaying 10 hours you get 600 Support credits (60 credits per hour). So, you can take 1 Support credit equal to 1 Support minute.
It frequently happens that customer needs custom development service as an essential part of support. We created Support credits as pretend currency to give you opportunity to pay also for custom development service though custom development rate is $35 (compare to $25 support hourly rate for Deluxe Support Package).
What happens when you prepaid for support and it turns out that you need custom development service? Once that happens our support engineer suggests you to use your Support credits for paying for custom development. 75 Support credits will be charged off your account for 1 custom development hour, whereas 1 support hour is worth of 60 Support credits. That’s it.
Our support engineers log their time per minute for handling tickets you submit. Support credits are deducted according to these logs when the problem is solved and support ticket is closed. You will be informed about amount of credits deducted and left available. You can visit your Members Area to check the amount of available Support credits any time.
Subscription for Joomla! Support Service Packages is valid for 1 year starting on the purchase date of the latest Support Package. You will be alerted by email 2 days before your subscription expires. Unused credits are gone when the subscription expires. You can prolong your subscription and add the support credits to those left on your account by buying another one Package before the expiration date.
For example, if you have 20 credits left on your account, after buying a package of 180 credits you will have 200 credits in total.
SERVICE POLICY
Response times may vary based on ongoing requests in the work queue. Support Service Packages Subscribers are rewarded Priority-One Response. It is twice quicker than usual support:
- Average response time is 4 hours.
- Maximum response time is 1 business day.
Our working hours are 10am - 7pm GMT+3 from Monday till Friday
The Support Department is closed on weekends and public holidays. We notice our customers about coming public holidays beforehand.
- Helpdesk - Since it is the most effective way of tracking conversation we recommend using it for urgent and technical issues;
- Forum - Recommended for general questions and discussions that may be of interest for a vast majority of customers.
- Skype chat – could be used in emergency issues such as "website is not available" (for Deluxe Support Service Packages subscribers only). Submit a ticket with your SkypeID after you bought a Package. Support Engineer assigned to you will contact you shortly.
We only refund the purchase in case we fail to help you in resolving issues. To resolve them, we may need you to provide full access to FTP, Joomla! Admin and database consoles. If you refuse to grant these credentials, the refund will not be issued. Note that we refund for the full number of Support credits remaining in your account. The deadline for any refund claim is 30 days after the purchase date.
Refunds are not issued if you change your mind and don’t want to use our service. If you have doubts about prepaying the service, feel free to contact us via helpdesk or forum. We will be glad to answer any pre-sales questions for free.
Our company reserves the right to change or modify current Terms with no prior notice.