Many of our clients often return to us for their support, enjoying our professionalism, high skilled technical support and rapid reactions. Single purchases of incident support such as Emergency Assists require a US$ 175 purchase and single support hours US$ 80. By subscribing to our GBill-Support system you get a substantial discount and you get:

• 24/7 Access to the GWS-Desk Help-Desk, Ticket Support System and on-your-site problem solving
• Superb support by highly experienced GWS-Desk staff who will be able to help you quickly and resolve issues on-your-site for you
• Direct Communication with the assigned specialist and if needed 1:1 communication via Skype or similar media
• Control over your GBill-spending. We work when asked and estimate time before we start if possible.

All Support requests are time based and time is being deducted on actual time spend for your support request. For every 15 minutes worked by a specialist, 1 (one) GBill will be deducted from your allocated GBill allocation.

We have handled the past 6 years over 18,000 support request and our stats show that:

• 30% of all requests can be solved within 15 minutes
• 40% of all request can be resolved within 1/2 hour
• The remainder takes one hour or more

For the more severe issues we will analyze the issues at hand, propose a solution combined with an estimation of time and costs involved and inform you if we will resolve this within the scope of the GBill solution or that we propose to move the GBill over to our Project Task and Management System where we will handle the problems with a project team in collaboration with you, our client! In those case a project definition is opened and default project development procedures will be started including order-confirmations and a different payment process.

		GBill Lite	GBill Pro
		$ 200	$ 420
	Hours Support	3	6
	Savings	$ 40	$ 60
		3 hours/month	3 hours/month
	What Services are Provided?
*	Installation of Joomla + Extensions (1)
*	Configuration Joomla + Extensions (1)
*	Upgrades of Joomla + Extensions (1)
*	Consults on Content and Management
*	Template Support
*	Problem Solving + Bugfixing Joomla
	Environmental Scope of Services?
*	Joomla Versions	1.0.xx/1.5.xx	1.0.xx/1.5.xx
*	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?
*	Is Project Collaboration SW online available for easy communication?	Project Task & Mgt Syst	Project Task & Mgt Syst
*	What Communication Channels are used?	PTMS/Skype/mail	PTMS/Skype/mail
*	Where are the global offices/representations	SG/NL/RI/USA	SG/NL/RI/USA
*	Business Hours Mo - Fri
	Europe	8.30am - 5.30pm CET	8.30am - 5.30pm CET
	Asia & Australia	9.00 am - 6pm SGT	9.00 am - 6pm SGT
	North America	8.30am - 5.30pm EST	8.30am - 5.30pm EST
	Rest of the world	8.30am - 5.30pm CET	8.30am - 5.30pm CET
	How is Time Allocated?
*	How many GBills are allocated per month	12	12
*	One Gbill equals how much time	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!) ?
*	Security Patches	Sumit Tickets	Sumit Tickets
*	Ugrade within version (1.0.x/1.5.x)	Sumit Tickets	Sumit Tickets
*	Upgrades Extensions	Sumit Tickets	Sumit Tickets
*	Daily backups databse	No	No
*	Weekly backups to remote server(s)	No	No
	Response Time any 1st Request?
*	Priority I	6 business hours	6 business hours
*	Priority II	One business day	One business day
*	Priority III	One business day	One business day
	Priority IV	Two business days	Two business days
*	Whate happens if initial response time is not met	Refund Gbill	Refund Gbill
	General Conditions & Terms
*	How long is contract valid?	Untill Gbill's used	Untill Gbill's used
*	How do I purchase?	Click Buy Now	Click Buy Now
*	Can I cancel the contract at any time?	Yes	Yes
*	Do you have partial refund for the not used GBills	No	No
*	Is site restore from Hacking attempts included?	Specialized/Tailored	Specialized/Tailored
*	Any additional services provided?	see Specialized Services	see Specialized Services
*	What payments methods are supported	2Checkout/Paypal	2Checkout/Paypal
*	Do you keep my Card Details?	No! They are with our merchant 2Checkout	No! They are with our merchant 2Checkout
*	In what currency is billing done	US$	US$
	Support Fees (incl. VAT)	200	420
	Important !

Note: we always need access to your site as described here